Basic Info

Mohamed Yehia El Shinnawy

9 years

Cairo Governorate, Egypt

Master's Degree

Manager

Work Experience

Team Manager Call Center at Mobinil

Experience Details

Team Manager Call Center

Customer Service/Support

Manager

I manage multiple teams that conduct training, knowledge transfer, coaching and assisting 50 agents to reach outstanding customer service standards


Company Details

Mobinil (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications, Internet/E-commerce

www.mobinil.com

Aug 2011 to present (5 years 4 months)
Care Taker Call Center at Mobinil

Experience Details

Care Taker Call Center

Customer Service/Support

Manager

Managing 20 Agents to reach outstanding customer service standards


Company Details

Mobinil (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.Mobinil.com

Aug 2008 to Aug 2011 (3 years)
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


Improving Quality from 92% to 97%

Improving overall performance for the call center (1000 Agent) from 3.2 to 3.6

Responsible for preventing from results deterioration due to new comers and seasonal headcounts


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%

- MARKETING MANAGEMENT - ADVAN

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 23 days ago.

Jobseeker photo

Profile Skills and Keywords

Adobe FamilyArabicBilling SystemsBusiness PlanningCRM SystemsCall Center RespresentativeCare Taker Call CenterCommunicationsCreativeCustomer ServiceE-commerceEnglishFamilyFootballGMATInnovativeInternetLeaderMBAManagementMarketingMicrosoft OfficeMicrosoft ProjectMobinilNew Experience ExposureOrganizingPerformance ManagementPersonal EffectivenessPlanningProblem SolverSalesSiebelSupportSupportiveTOEICTeam BuildingTeam Manager Call CenterTeam WorkTelecommunicationsTrainingTravelingUn Volunteers

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

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

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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