
Yasmein khairy Mohamed
Team Leader Assistant plus Quality Responsibilities , Etisalat UAE , Business Account at Raya Contact Center
Heliopolis, Cairo, EgyptWork Experience
Business Operation AdminFull Time
AMAN for E-Payment
Aug 2019 - Present -5 yrs, 11 months
Egypt , Cairo
- Job Details:• Defining the scope of the project in collaboration with the direct Manager. • Creating a detailed work plan which identifies and sequences the activities needed to successfully complete the project. • Determining the resources (time, money, equipment, individuals, etc.) required to complete the project. • Developing a schedule for project completion that effectively allocates the resources to the activities. • Reviewing the project schedule with the direct Manager and all other staff that will be affected by the project activities; revising the schedule as required. • Developing forms and records to document project activities. • Setting up files to ensure that all project information is appropriately documented and secured. • Monitoring and reporting the progress of projects. • Establishing a communication schedule to update stakeholders in the organization on the progress of projects.
Team Leader Assistant plus Quality Responsibilities , Etisalat UAE , Business AccountFull Time
Raya Contact Center
Feb 2018 - Present -7 yrs, 5 months
Egypt , Cairo
- Job Details:• Answering customers' inquires, Booking complaints • Escalating complicated complaints to the concerned department. • Responsible for achieving customer effort. • Doing tasks as following team to achieve customers' satisfaction. • Delegating tasks as the team leader " Team Leader Assistant " includes Quality responsibilities • Monitor remote/side by side calls. • Remark calls quality wise ,soft skills and communication skills wise • Coaching agents for error • Delivering training sessions and orientation sessions for updates and repeated Errors • Monitor the bad ratings calls and analyse. • Analyse quality scores , repeated Errors ,behaviour improvement of agents. • Share the action plans and analyses • Summarize the feedback for agents in meeting • Other responsibilities as assigned
Education
College Diploma in Call Center
telecommunication MinistryJan 2015
College Diploma in Web Development
telecommunication MinistryJan 2013 - Jan 2013 - 0 Month
Bachelor's Degree in computer science
Minia UniversityJan 2010
Achievements
• Graduation Project : Structure Civil and Designing Real Estates - Web site for contracting online - Use ASP.net 2008 , SQL 2008 • Pharmacy : system pharmacy - use C# ,sql 2008 • Pharmacy Documentation : Documentation of pharmacy system - software engineering • Student affairs: system of student affairs - use access • Shopping website: website for shopping - use HTML4 • Management Projects: website for Programing Projects -usa SQL 2008 ,ASP.net 2008
Languages
English
Advanced