Basic Info

Yasser mohamed

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Operations Team Leader at E finance

Experience Details

Operations Team Leader

Customer Service/Support

Manager

-Manage, motivate and develop a team of CC agents.
-Monitor Agents' (KPIs, schedule, sand all related issues reporting them to the concerned departments ,review the agents’ targets, KPIs and driving their performance towards success.
-Conduct monthly , quarterly and annual reviews implementing new ways of working if required to enhance performance
-Work with the management team, taking responsibility of compiling report
-Providing call center Supervisor with daily , Weekly and monthly feedback on agents’ performance and related actions.
-Participate in the employees' selection once needed through second interviews, events and open days providing a feedback to Recruitment team
-Effectively communicate to the Clients the needed reports and analysis.
-Adhering to the business standards keeping the team's performance leading the requested figures
-Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
-


Company Details

E finance

Cairo, Egypt

501-1000 employees

Financial Services

N/A

Dec 2015 to present (1 year 7 months)
Senior Operations at E-finance

Experience Details

Senior Operations

Customer Service/Support

Experienced (Non-Manager)

• Supervises/manages the daily activities and performance of the Account Advisors.
• Handles Account Advisors needed for on-job training and coaching.
• Carries out annual performance assessment of team members.
• Ensure achievement of KPIs.
• Ensures that Team members adhere to all policies.
• Provides reports on a regular basis as directed or requested from the manger.
• Understanding of new and existing Complaints issues and related policies and procedures.
• Monitors the performance of the Complaints program and related activities on a continuing basis, taking appropriate steps to improve its effectiveness.
• Follow up with the other companies to resolve all the Complaints related.
• Performs other related duties


Company Details

E-finance

Cairo, Egypt

501-1000 employees

Financial Services

N/A

Apr 2014 to Dec 2015 (1 year 8 months)
Back Office Specialist at E-finance

Experience Details

Back Office Specialist

Customer Service/Support

Experienced (Non-Manager)

• Manages day-to-day operation of the Complaints program.
• Provides reports on a regular basis as directed or requested from the manger.
• Establishes and provides direction for the customer service agents.
• Understanding of new and existing Complaints issues and related policies and procedures.
• Monitors the performance of the Complaints program and related activities on a continuing basis, taking appropriate steps to improve its effectiveness.
• Follow up with the other companies to resolve all the Complaints related.
• Make daily and monthly analysis reports for all the Complaints.


Company Details

E-finance

Cairo, Egypt

N/A

Financial Services, Consumer Electronics

N/A

Jun 2013 to Apr 2014 (10 months)
Account Advisor at Xceed

Experience Details

Account Advisor

Customer Service/Support

Experienced (Non-Manager)

• Deal with customers via telephone
• handling a variety of functions, including customer service, technical support
• Achieve maximum customer satisfaction level.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Handling customer’s complaints to reach their maximum support and satisfaction


Company Details

Xceed (multinational)

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Oct 2011 to Apr 2013 (1 year 6 months)
Senior Sales Executive at Darna Real Estate Company

Experience Details

Senior Sales Executive

Sales/Retail

Experienced (Non-Manager)

• Create an inspiring team environment with an open communication culture
• Set weekly, monthly and yearly monetary goals for the agents to achieve
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Listen to team members’ feedback and resolve any issues or conflicts
• Occasionally they attend association meetings to receive the latest information on housing regulations and legislation that affects the industry
• Assists management with hiring processes and new team member training.
• Performs other related duties


Company Details

Darna Real Estate Company

Cairo, Egypt

1-10 employees

Construction - Industrial Facilities and Infrastructure

N/A

Feb 2009 to Jun 2012 (3 years 4 months)
Sales Executive at Darna Real Estate Company

Experience Details

Sales Executive

Engineering - Construction/Civil/Architecture, Sales/Retail

Entry Level

• Create an inspiring team environment with an open communication culture
• Set weekly, monthly and yearly monetary goals for the agents to achieve
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Listen to team members’ feedback and resolve any issues or conflicts
• Occasionally they attend association meetings to receive the latest information on housing regulations and legislation that affects the industry
• Assists management with hiring processes and new team member training.
• Performs other related duties


Company Details

Darna Real Estate Company

Cairo, Egypt

11-50 employees

Construction - Industrial Facilities and Infrastructure

N/A

Jan 2008 to Dec 2008 (11 months)

Achievements


Produced 90% of sales through channel organization


I am seeking a position in the field of Customer Service, A position that will fulfill my tremendous passion for this particular field, and satisfy my drive to challenge myself in every way possible, as well as enable me to develop my skills

Education

Bachelor's Degree in Tourism Studies

Education Details

Bachelor's Degree

Tourism Studies

FUTURE ACADEMY, Egypt

C / Good / 65 - 75%

N/A

N/A

FUTURE ACADEMY
2009 - 2012
High School - Other

High School Details

Other

Technical school affairs hotel and tourist services

Egypt

2009

B / Very Good / 75 - 85%

N/A

Technical school affairs hotel and tourist services
2009

Certifications

Certificate details

icdl certificate

Feb 2012

N/A

N/A

N/A

cqc center

N/A

Certificate details

Bachelor's in Tourism Studies

Jun 2012

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

ICDL certificate

Feb 2012

CQC center

N/A

Training/Course Details

Mastering Excel Course

Nov 2013

YaT center

N/A

Training/Course Details

Train of the Trainer(TOT)

Jun 2016

ef center

N/A

Training/Course Details

Soft Skills course

Aug 2013

ef center

N/A

Training/Course Details

Business English Course

Sep 2015

ef center

N/A

Training/Course Details

time Management

Jul 2014

ef center

N/A

This profile is fresh!
Last update 30 days ago.

Jobseeker photo

Profile Skills and Keywords

Account AdvisorArabicBachelor's In Tourism StudiesBack Office SpecialistBooksBuilding ConstructionBusiness DevelopmentBusiness English CourseConstruction - Industrial Facilities And InfrastructureConsumer ElectronicsConsumer ServicesCustomer ServiceEnglishFinancial ServicesFrenchHandles StressHard WorkerIcdl CertificateInternetInternet UserKnowledge Of Amadeus Travel TechnologyKnowledge Of COPCMagazinesMastering Excel CourseMicrosoft ExcelMicrosoft WindowsNegotiatingNegotiatorOperationOperations Team LeaderOrganizerReal EstateRetailSalesSales ExecutiveSenior OperationsSenior Sales ExecutiveSkilled TradesSoft SkillsSoft Skills CourseSportsSupportSwimmingTeam PlayerTechnologiesTime ManagementTourismTourism StudiesTrain Of The Trainer(TOT)Xceed

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Soft Skills

Soft Skills

: Expert

: Extreme - I love it!

:

1-3 years

Internet User

Internet User

: Advanced

: High

:

3-5 years

Microsoft Windows

Microsoft Windows

: Advanced

: High

:

1-3 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

1-3 years

Negotiating

Negotiating

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Sales

Sales

: Expert

: Extreme - I love it!

:

3-5 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Knowledge of COPC

Knowledge of COPC

: Expert

: High

:

1-3 years

operation

operation

: Expert

: High

:

3-5 years

Knowledge of Amadeus travel technology

Knowledge of Amadeus travel technology

: Advanced

: High

:

1-3 years

tourism

tourism

: Advanced

: Extreme - I love it!

:

1-3 years

Real Estate

Real Estate

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

Hard worker, Negotiator, Organizer, Handles Stress, Team Player

Online Presence

n/an/ahttps://twitter.com/YasserEssamXn/an/a

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