Management Customer Service
Resume:
Call Centre Supervisor
(Mobile: +971-**-*******
*Email Address: ***************@*******.***
Linkedin Profile: ae.linkedin.com/pub/mohamed-mahmoud-cii-
fit/35/ab9/1a0/
OBJECTIVE
To seek a challenging position in the capacity of Call Centers / Customer
Service / Insurance sector in a progressive reputed organization in order
to utilize my skills, expertise and extensive knowledge to the optimum
level facilitating career advancement and personal development.
Area of expertise
. Leadership & . Call Centre KPIs & Reports . Coordination &
Management Communication
. Insurance Products . Project & Operations Management . Staff training &
. Employees' . Performance Management & development
Satisfactions Improvement . Quality Assurance
. Cost Reduction & . Scheduling & Forecasting . Multi- Tasking
Analysis
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Relationship
Management
Performance Management
& Improvement
Performance Management
& Improvement
Performance Management
& Improvement
Summary
Highly experienced energetic, results-oriented leader with extensive
knowledge in directing operations in highly demanding inbound, outbound
contact centers.
Very skilled at leading and improving performance of teams ranging in size
from 15 to 45 full-time employees.
Proven substantial international Business development experience at
Management level
Expertise in developing strong customer and employee relationships leading
to improved retention, attendance, increased business productivity and
profitability
Demonstrated track record of success and a proven history of meeting the
service offering needs of a wide range of customers while driving team
performance, monitoring results and appropriately allocating resources
Creative and innovative leader; excellent communicator
Experienced in building and maintaining a motivated team environment while
exceeding aggressive service and revenue goals.
STRENGHTHS
+ Leadership skills, ability to manage and lead a team to achieve company's
targets.
+ Computer competent + Dedicated, Hard Working, Well Organized
+ Meticulous with keen eye for details + Active listening and problem
sensitivity
+ Performs excellently under work pressure + Strong Analytical & Problem
Solving skills
EDUCATION
Bachelor in English Literature - 2004
Faculty of Arts, Tanta University, Egypt
Diploma in Special Education - 2006
Faculty of Education, Tanta University, Egypt
AWARDS
. Call of the Month Award
. 2011-2012 Company's one of Top Performers.
. Employee of the month
. Team of the Year Award
PROFESSIONAL EXPERIENCE
January 2010 to Present NEXTCARE (Allianz Global Assistance)-
U.A.E[pic]
Centre Team Supervisor (team of 4 TLs - 40
Call Centre Agents)
Reporting to Call Centre Deputy Manager
Key Responsibilities:
. Developing and implementing strategies to meet SLA, FCR, ATT, AHD, ASA
and other KPIs.
. Increasing the productivity of the existing EFTs and reducing the call
cost.
Recruiting and training new hires.
. Monitor, identify and resolve performance/behavior/attendance issues
using prescribed performance management techniques.
. Setting up SOPs for the department in the line of the HR / Labors'
laws policy.
. Scheduling and forecasting the agents to maintain a high service level
of the department.
. Promoting the employees' loyalty, liability towards the company ''One
Unit, One Family''
. Established Workforce Management, Training & MIS.
Developed and implemented new policies and procedures.
Delegating responsibilities to Team Leaders ensuring flawless
operations.
Preparing Management reports (Daily-Weekly-Monthly) identifying the
business needs to meet the daily work process.
. Ensuring proper workforce availability at all times.
. Create positivity on workplace & increase the employee's satisfaction.
. Working closely with Team Leaders / Managers to ensure the smooth of
day-to-day processes and targets are set & clear.
. Working closely with HR on teams' feedback surveys and identify the
organization strength / areas that needs improvement.
. Coordinating with IT department for any systems' enhancement required.
. Lifting up the poor performance agents.
. Setting up proper performance action plan for all levels.
. Ensuring complaints/concerns are resolved or escalated in a timely
manner.
. Ensuring that deadlines are met.
. Part of the company's new projects and implementing the changes within
the department.
January 2010 to January 2013 NEXTCARE (Allianz Global
Assistance)- U.A.E [pic]
Centre Team Leader (team of 18 agents
- total staffed 40 agents)
Reporting to Call Centre Deputy
Manager
Key Responsibilities:
. Monitor, identify and resolve performance/behavior/attendance issues
using prescribed performance management techniques.
. Training new hires. Provided training to Call Centre Staff.
. Q/A. Evaluating agents' calls and provide relevant/positive feedbacks
and monitor their progress.
. Establish Workforce Management, Training & MIS.
. Developed and implemented new policies and procedures
. Developed Operational Manual for Call Centre and Workforce Management
in coordination with other company departments.
. Delegating responsibilities to the Call Centre agents ensuring
flawless operations.
. Providing a daily reports for shift highlights contains the daily
service level with elaboration for the reasons of any drop if any.
. Ensuring that deadlines are met.
. Setting up proper performance action plan for all levels.
. Creating sense of ownership within the employees and resolving
employee issues, if any.
. Communicating the company's purpose, core values, vision to the front
employees.
. Carrying out team meetings and actively participating in the monthly
and weekly meetings.
. Resolving all complaints, concerns and issues in a timely and
diplomatic manner.
. Ensuring that the employees follow their schedules properly as
designed.
. Ensuring complaints/concerns are resolved or escalated in a timely
manner.
. Communicating feedback as a performance issue not personal issue.
. Providing positive leadership.
February, 2008 to January, 2010 NEXTCARE (Allianz) -
U.A.E
Call Centre Agent
Reporting to Call Centre Team
Leader
Key Responsibilities:
. Providing telephone support and assistance to our customers.
. Doing my best to reach the highest level of customer satisfaction.
. Using the best manners of CS in handling the calls from different
types of customers.
. Defining the problem and working on its resolution with coordination
with other company departments.
. Providing a daily reports with the customer details & their reason of
calling.
. Improving the sense of ownership in taking the responsibility of the
customers' inquiries, providing information & committing to the call
back requests on the assigned times.
. Timely follow up to the customer concerns to improve the customer
experience.
. Representing my company and making sure that I am delivering the right
image, vision to the customers on the company and its products.
. Escalating, highlighting complaints with member's feedback on the
company's service and products.
. Project a professional company image through interaction with
customers.
. Ensure that internal and external communication requirements are being
adhered to in a timely and professional manner.
. Perform shift duties.
TRAININGS & COURSES
. Foundation Insurance (FIT) - General Insurance (Chartered Insurance
Institute).
. OPEX introduction training.
. Effective Management Skills & leadership Training.
. Call Centre system application (Avaya Call Centre Management /
Recording System - DgVox recording System).
. Professional Employees' appraisal training by Talent Acquisition
specialist.
. Problem-Solving/Reasoning/Creativity/Motivation
. Time Management training.
. Customer Service (Communication skills training).
. Soft Skills & Phone etiquettes.
. International computer driving license (ICDL)
. MS Office (all editions)
PERSONAL DETAILS
Nationality : Egyptian
Date of Birth : 18 March 1983
Marital Status : Single
Visa Status : Employment Visa
Languages known : Arabic (Native) - English (Fluent)
U.A.E Driving License : Yes - Valid till 2020
References
Will be furnished upon request.
Contact this candidate