Basic Info

Mohamed Yehia El Shinnawy

10 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Team Leader Call Center at Orange Egypt

Experience Details

Team Leader Call Center

Customer Service/Support

Experienced (Non-Manager)

•Responsible for the daily one-on-one supervision and management of all Support Professionals on assigned team, typically a minimum of 20 direct reports. Ensures service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) obligations of our clients through the management of operational activity of the team.
•Under the direction of the Operation Manager, the Team Leader implements systems and processes to achieve client-specified metrics while providing development opportunities to our Support Professionals.
•Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’/Convergys’ mission.
•Provide day-to-day supervision and management of directly assigned team of Support Professionals.
•Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
•Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner.
•Communicate expectations to new employees and provide timely business updates and changes.Under the direction of the Operation Manager, manage team KPIs and retention initiatives.
•Participate in root cause analysis regarding attendance challenges and attrition.
•Team with site leadership to develop actions to reduce attrition where possible. (stated above already)
•Work with Operation Manager to resolve personnel issues in a professional and timely manner.
•Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency.
•Document issues, actions taken and plan for follow-up for Support Professionals HR file.
•This includes involvement with both Operation Manager and Human Resources in addressing disciplinary actions.
•Administer and manage payroll in accordance with company policy and procedures.
•Pro actively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice.
•Evaluate the need for advanced actions based on attendance data and act accordingly.
•Provide escalation support to Support Professionals by providing guidance in problem solving customer issues.
•Use all available resources to resolve these issues as efficiently as possible.
•Ensure that the guidance is translated into coaching and effective feedback for the Support Professionals
•Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
•Schedule and coordinate team activities.
•Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement.
•Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans.
•Prepare process and conduct annual performance appraisals for assigned Support Professionals on time.
•Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
•Maintain open communication with all team members.
•Act as a resource for answering questions, resolving product and policy questions.
•Partner with Human Resources to screen, interview and hire Support Professionals for contract.
•Ensure that effective training and mentor resources are provided for all employees.Attend required manager development training.
•Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.Stay current on internal work processes, policies and procedures.
•Responsible for understanding and complying with all company and team policies and procedures.Other duties as assigned.


Company Details

Orange Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.Orangel.com.eg

Aug 2008 to present (9 years 1 month)
Injaz Youth Program (volunteer) at UN Volunteers

Experience Details

Injaz Youth Program (volunteer)

Education/Teaching

Experienced (Non-Manager)

Transfer Knowledge and skills to the Egyptian youth


Company Details

UN Volunteers

Giza, Egypt

1-10 employees

Non-Profit Organizations

N/A

Jan 2009 to Jan 2010 (1 year)
Call Center Respresentative at Mobinil

Experience Details

Call Center Respresentative

Customer Service/Support

Entry Level

• Handle all incoming calls of the call center.
• Handle outbound calls for follow up, occasional campaigns and call backs blended with normal inbound calls.
• Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction
• Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support & Activations, Outbound & Save Initiatives…etc)
• Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate
• Provide proper information to customers with complete & comprehensive understanding of Mobinil Products & Services and Policies & Procedures
• Fully understand & adhere to company policies & procedures that generates personal / professional credibility & trust
• Respect & apply company vision & values
• Fully understand both individual & company objectives to achieve them effectively & efficiently
• Use available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings….etc.)
• Resolve customer complaints in time & treats them as business opportunities to ensure continuous improvement & development
• Escalate problems & provides relevant feedback to the right channels
• Contribute to the Up selling of Mobinil Products and Services


Company Details

Mobinil

Cairo, Egypt

N/A

Telecommunications, Internet/E-commerce

www.mobinil.com

Sep 2006 to Aug 2008 (1 year 11 months)

Achievements


Best Team 3 times during the mentioned dates specifically November 2008, February 2009 and July 2010


Best Agent for 6 months and in the top 10 for 12 months during the mentioned period


• I was nominated as a best achiever in Mobinil several times during 2010, 2013, 2014 & 2015 • I am responsible for conducting training for new comers since 2009-Present • I am responsible for handling field experience for the new inductions • I am responsible for quality leverage in the customer service (Target 97%) • Preparing performance analysis on adherence, quality & KPI’s 2012- current • Took part in several major projects since 2008 till now Ex: Data Gathering Project and analysis, Siebel setup and upgrade project, Outsourcing Project and analysis. Won the amateurs football league at Heliopolis sporting club Joined Injaz program for leveraging Egyptian youth

Education

MBA in Marketing

Education Details

MBA

Marketing

Arab Academy for Science, Technology and Maritime Transport, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Arab Academy for Science, Technology and Maritime Transport
2011 - 2013
Bachelor's Degree in Management

Education Details

Bachelor's Degree

Management

Modern Academy in maadi, Egypt

C / Good / 65 - 75%

N/A

N/A

Modern Academy in maadi
2002 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Gamal Abdel Nasser Language School

Egypt

2002

B / Very Good / 75 - 85%

N/A

Gamal Abdel Nasser Language School
2002

Certifications

GMAT
Nov 2011

Certificate details

GMAT

Nov 2011

440 out of 500

N/A

N/A

AAST

N/A

TOEIC
Aug 2012

Certificate details

TOEIC

Aug 2012

190 out of 200

N/A

N/A

British Council

N/A

Un Volunteers
Oct 2010

Certificate details

Un Volunteers

Oct 2010

N/A

N/A

N/A

United Nations

for developing the egyptian youth

Training and Courses

Training/Course Details

Performance Management

Jan 2014

COPC

• COPC-High Performance Management Techniques ( HPMT) course for customer service management

Training/Course Details

Personal Effectiveness

Apr 2010

Quest

N/A

This profile is fresh!
Last update 11 days ago.

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Profile Skills and Keywords

Adobe FamilyArabicBilling SystemsBusiness PlanningCRM SystemsCSSCall Center RespresentativeCommunicationsCreativeCustomer ServiceE-commerceEnglishFamilyFootballFrenchGMATHTMLInjaz Youth ProgramInnovativeInternetLeaderMBAManagementMarketingMicrosoft OfficeMicrosoft ProjectNew Experience ExposureNon-Profit OrganizationsOrange EgyptOrganizingPerformance ManagementPersonal EffectivenessPlanningProblem SolverSalesSiebelSupportSupportiveTOEICTeam BuildingTeam Leader Call CenterTeam WorkTelecommunicationsTrainingTravelingUn Volunteers

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: High

:

More than 7 years

Siebel

Siebel

: Advanced

: High

:

More than 7 years

Billing Systems

Billing Systems

: Advanced

: High

:

More than 7 years

Adobe Family

Adobe Family

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Microsoft Project

Microsoft Project

: Beginner

: Extreme - I love it!

:

Less than 1 year

HTML

HTML

: Little knowledge

: High

:

Less than 1 year

CSS

CSS

: Little knowledge

: High

:

Less than 1 year

Fields of Expertise

CRM Systems

CRM Systems

: Expert

: High

:

More than 7 years

Management

Management

: Expert

: Extreme - I love it!

:

More than 7 years

Team Building

Team Building

: Expert

: Extreme - I love it!

:

More than 7 years

Training

Training

: Expert

: Extreme - I love it!

:

More than 7 years

Communications

Communications

: Expert

: Extreme - I love it!

:

More than 7 years

Planning

Planning

: Expert

: Extreme - I love it!

:

More than 7 years

Organizing

Organizing

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Sales

Sales

: Expert

: Medium

:

3-5 years

Marketing

Marketing

: Expert

: Extreme - I love it!

:

3-5 years

Business Planning

Business Planning

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Leader, Creative, Problem Solver, Innovative, Supportive

Online Presence

linkedin/in/mohamed.yehia.elshinnawyfacebook.com/yehia.elshinnawy

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