quality coordinator analyst

Personal Profile :

Name: Chérihane Ossama Karamane.

Mobile: 012******** – 012********

E-mail: **************@*****.**

Date of Birth: 25/01/1984

Nationality: Egyptian.

Education :

-Primary school: École française de la Nativité- Djibouti (from 1989 to 1994)

-High school : Lycée liberté de bab ellouk - section française(from 1995 to 2001)

-Faculty of letters-french department( from 2001 to 2005)

Work Experience :

*From 2006 to 2010 : Customer service/technical support representative at

contact center (smart village)

-9 Telecom: Telesales

-Xbox : technical support

-Codiam: customer service

-Videotron : technical support representative .

-Role & Job Description :

Attracts potential customers by answering product and service questions; suggesting information about other products and services

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

*From 2010 to 2014: Quality coordinator & analyst Videotron technical support

(French/Engish)

-Role & job Description:

-Participates in design of call monitoring formats and quality standards.

-Performs call monitoring and provides trend data to site management team.

-Uses quality monitoring data management system to compile and track performance at team and individual level.

-Participates in customer and client listening programs to identify customer needs and expectations.

-Provides actionable data to various internal support groups as needed.

-Coordinates and facilitates call calibration sessions for call center staff.

-Provides feedback to call center team leaders and managers.

-Prepares and analyzes internal and external quality reports for management staff review.

*From 2015 till now : French teacher .

-French teacher (primary stage G1-G2-G3 ) Middle east international school.

-

-French teacher and HRT at HIS/HAS international school

( primary-elementary and high school)

-HRT Classe de PP3 french dep. at GPIS école internationale greenland-prévert.

Skills

Language skills:

-Arabic: native.

-French: native.

-English: good.

*Updated : May 2017.

Thanks in advance.

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