Quality Assurance Assistant Manager (Call Center)

Dears

I'm a job seeker and I’m looking for a new opportunity in United Arab Emirates and I’m willing to relocate.

I have the ability to make a great addition to any company, I have been have working as a Customer Service for the past 9 years

Please give me the chance and schedule a time that you would like to meet for an interview.

* Excellent communication skills

* I am a keen learner and quick learner

* I am adaptable.

* I am self-motivating person.

* My monthly work utilization 99%

* Problem solving skills as well as capability of setting & achieving targets

* Negotiation skills, time management, working under stress

* Good listener, team player.

Thank so much for your time and consideration. I look forward to hearing from you at your earliest convenience

Regards

Mohamed Saied

Mohamed Saied Khalil

11 Moustafa El Maghrabi St. - Nozha - Cairo

Mobile: (002)010********

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

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Nationality: Egyptian

Date of birth: 24/8/1986

Place of Birth: Cairo, Egypt

Marital Status: Single

Military Status: Exempted

Objective

Seeking a challenging position in a dynamic multinational company to apply my experience, enhance

My potentials and further sharpen my skills.

Education

Bachelor of Information Systems – Future Academy – 2003/2007

General Certificate of Secondary Education of Egypt – Khalifa El Maamoun School – 2002/2003

Experience

May 2014 – Till Present Teleperformance Egypt, Quality Assurance Assistant Manager

Conduct various types of monitoring/coaching in order to ensure that call center employees are in compliance with the rules and regulations and provide excellent customer service when they are handling client’s customers and achieve their full potential which ensures that best quality is being offered and C-SAT rates are being maximized.

Document and hold performance records of their designated agents; such as on phone performance results, learning curves and C-SAT results.

Develop own skills utilizing the clients resources and learning situations provided via management.

Identify and apply opportunities to develop and improve skills.

Develop and maintain current knowledge of the account.

Maintain record of assigned objectives.

Monitor calls and provide constructive feedback to the agents, supervisors and CCM via verbal and written communication, supported with numerical reporting according to situation.

Identify key training needs or skill gaps within the team and present this back to the management team and training department.

Manage C-SAT internally and externally with the client and management team.

Communicate and carry out regular briefing sessions with the team that focuses on quality, compliance, trend analysis and overall team performance. These communications will be both written and verbal with the ability to give structure and content to any brief /training.

Insurance of global Quality standards and regulations.

Analyzing Customer Satisfaction and Customer Relation with our clients.

Designing, Developing and delivering Quality training programs for the company's employees.

Designing the company's Quality performance database.

Western Union Project.

Oct 2011 – April 2014 Teleperformance Egypt, Customer Service Representative

•Customer Service at Western Union Project.

•Resolving cases concerning transactions’ issues.

•Resolving Fraud cases with the head office.

•Contacted customers for satisfaction survey on services provided.

•Operated at all levels within the customer organization with the highest levels of communication skills

•Providing customers with all required information related to the company products, services, right recommendations and actions.

•Updating customer’s profiles and contact management system with all customer’s demands and inquiries.

•Up selling new western union products and technologies.

•Following up the customers’ cases and feeding them back with the final status.

•Providing customer’s feedback to management’s team and perform standardized activities and tasks efficiently and effectively.

Feb 2008 – Sep 2011 Raya Company, Customer Service Representative

•Obtains client information by answering telephone calls; interviewing clients.

•Verifying information.

•Determines eligibility by comparing client information to requirements.

•Operated at all levels within the customer organization with the highest levels of communication skills

Skills

•Teamwork Skills, Communication Skills, Presentation Skills,

•Time Management, Change Management, Leadership Skills,

•Decision Making and Problem Solving.

•Ability to work effectively under pressure.

•Ability to learn new tasks quickly.

Computer Skills

•Good knowledge of Microsoft office Tools (Word, Excel and outlook).

•Excellent internet Research skills

Language

Arabic: Mother Tongue

English: V.Good (Written & Spoken)

LinkedIn Profile:

https://www.linkedin.com/in/mohamed-saied-a087a412a/

Contact this candidate