Regional Call Center manager

Maged Mohamed Youssef

Regional Call Center Manager-Strategic Team

Andalusia Group for Medical Services

Location:

Egypt (Cairo)

Education:

Bachelor's degree, Computer since

Personal Information

Name

Maged Mohamed Youssef

Birth Date

01 October 1979

Gender

Male

Nationality

Egypt

Additional Nationalities

Egypt

Residence Country

Egypt

Marital Status

Married

Contact Information

Email Address

*************@*******.***

Mobile Phone

+0020.1006550252

Address (Line 1)

20 Behind House Of Defense (Nasr City)

Address (Line 2)

376 elmalekhefnyst, Asafra( Alexanderia )

Target Job

Career Level

Management

Career Objective

My interest and focus has been around Customer service & Call Center Management to prove my power in leading careers

Target Industry

Customer Service, Internet/E-commerce, Administration, Telecommunications, Management,Medical

Employment Type

Employee

Employment Status

Full time

Notice Period

1 month or less

Work Experience

Regional Call Center Manager-Strategic Team

Andalusia Group for Medical Services

October 2015

Present

Egypt - Alexandria

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.

• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Reviewing the performance of staff, identifying training needs and planning training sessions.

• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Customer Service Manager

TE Data

October 2004

To October 2015

Egypt - Alexandria

• Following up and monitoring the tasks of field support team

• Responsible for CPEs transactions and warehouse in Alex Branch

• Handling Problem (Call Center)

• (routers, DSL, Domains, Hosting, Mails)(DSL Installation )(Splitting)

• Following up the field support during the customer side visit.

• Customer Side Troubleshooting.

• Handling the walking customer problem and technical calls.

• Escalating customer's problems quickly & efficiency

-Solve customer complaints and answer customer's questions regarding policies and procedures.

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

• Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.

• Implement corporate and departmental policies, procedures, and service standards in conjunction with management.

• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

• Train and instruct employees in job duties and company policies or arrange for training to be provided.

• Evaluate employee's job performance and conformance to regulations and recommend appropriate personnel action.

• Review records and reports pertaining to activities such as production, payroll, and shipping to verify details, monitor work activities, and evaluate performance Customer Service Supervisor

LINKdotNET

November 2002

To October 2004

Egypt - Alexandria

• Handling All Problem (Call Center Reprehensive& Technical Support)(Handling All problem for routers, DSL, Domains, Hosting, Internet, Mails)

Technical Support & internet ENG

Misr International University

October 1999

To October 2002

Egypt - Cairo

Lab Administrator & Hardware Maintenance

Education

Bachelor's degree, Computer Science.

Alsun Academy

Egypt

August 1999

Skills

Excellent in all methods On Computer

Level: Expert

Computer software, hardware, internet

Level: Expert

5530 Network Analyzer 5.2.0_4100

Level: Expert

Teaching All Product of Office

Level: Expert

Teaching All Method in Computer Hardware

Level: Expert

DSL & Domains & Hosting,(DNS, DHCP, VPN, POP3/SMTP Server, Switches and Routers Level: Expert

DSL Supporter

Level: Expert

Virtual Private Networking (VPN) Solutions

Level: Intermediate

Manages and updates IT infrastructure, hardware and software Level: Expert

Working knowledge of TCP/IP, Routing Protocols, VPN Level: Expert

Strong troubleshooting experience

Level: Expert

Wireless industry experience

Level: Expert

Escalating customer's problems quickly & efficiency Level: Expert

Solving the customer’s problems quickly & efficiency Level: Expert

Responsive to deadlines

Level: Expert

Working under pressure

Level: Expert

Distinguishes between essential and non-essential duties Level: Expert

Demonstrates high quality standards in all work

Level: Expert

Willing to accept and follow directions

Level: Expert

Language

English

Level: Expert

Arabic

Level: Expert

Hobbies and Interests

My favorite hobby is fishing

I got three medals in the field of fishing tournaments in the Country Championship Egyptian Federation of Fishing.

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