Ahmed Megawer

Contact details

Address:** ******** **, **********

Cairo, Egypt

Mobile :011********, 010********

E mail : addeoj@r.postjobfree.com

Objectives

A self-motivated, energetic professional with over 10+ years of experience in Call center management and consulting, Customer Service, Client Relations, Sales, Call Center, Data Analysis and Workforce Management. Worked through different industries and interacted with different clients to provide a superior client satisfaction as well as increasing the profit for the organization I follow through solid interpersonal and professional skills. Seeking a position in a dynamic organization to contribute accrued skills in achieving profit objectives.

Personal

Information

Gender: Male

Date Of Birth: 4/11/1979

Nationality: Egyptian

Military Status: Exempted

Religion: Muslim

Education

Bachelor Of Hotel Management with a degree of “ Good “ June 2001

Language Skills

Arabic : Native, mother tongue

English : Very Good

German :Essential use

Work Experience

Experience

Call center consulting:

Was a consultant for the companies whom planning to have their call center in Egypt

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions as per the owner vision and plans

Involved in system selection including but not limited to the technology that going to be used depends on the current situation and number of agents needed and planned future expansion

Responsible for selection of the call center teams member including supervisor, team leaders, agents…

Responsible for setting the working scenarios for different case study and put a solution for each problem

Responsible for setting the training work material that related to the system sued.

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.

Responsible for issuing different kind of reports example KPIs, Quality, Performance Appraisal….

Follow up with the IT manager and suppliers regarding system and hardware needed for the call center

Call center Management:

Hiring, training, coaching, and leading call center representatives as they provide support for customers.

Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

Assisting other management team members in identifying trends and establishing call center goals.

Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

Authorizing replacements or refunds.

Taking on other tasks or projects to support employees, other managers, and call center operations.

Customer service management

Setting a clear mission and deploying strategies focused towards that mission

Responding to issues such as service inquiries, problem resolution, and retaining accounts.

Handling customer escalations and all customer relations issues

Ensures that the customers of a company are satisfied

Handling complaints and queries (from customers and staff)

Develop service procedures, policies and standards

Keep accurate records and document customer service actions and discussions

Analyze statistics and accurate reports

Recruit, mentor and develop customer service agents and team leaders

Keep ahead of industry’s developments and apply best practices to areas of improvement

Control resources and utilize assets to achieve qualitative and quantitative targets

Adhere to and manage the approved budget

Maintain an orderly workflow according to priorities

Arranging staff meetings

Training and development plans

Arranging company’s events

Work force Management:

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

Develop 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.

Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Setting the sizing and hiring plans.

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; installing upgrades.

Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.

Manages changes to scheduling to ensure adequate daily resource coverage.

Monitor attendance and schedule adherence

Communicates and works with staff members, management, Human Resources, and Accounting.

Performs any other related duties as required or assigned. Experience History

From Jan 2018 Till Now

Call Center & Customer Service Manager

At - Trivol -

- Leisure, Travel & Tourism

Trivol links you to 180 Countries across the globe providing one of the biggest selections of incredible places for your vacation and business trips. These include over 900,000 hotels ranging from family-run accommodations and short-term rental homes, hotel-apartments and 5-star luxury hotels and resorts. Employment

History

From Feb 2017 Till Dec 2018

Call Center and Customer Service Manager

At Al Moasher

- Software and Information technology

- Business Solutions

- Real-estate

Jan 2013 – Feb 2017

Call Center and Customer Service Consultant

(Achieved Projects)

- Kayan For Project Management

o Palma Resort

o Palma lagoons

o Palma See View

- El Sawy Group

o Ezuru” for Leasing & renting vacation

- Elite Residence

o Aroma Ain_Soukhna

o Tulip Ain_Soukhna

From Feb 2007 Till Mar 2013

Etisalat Misr

- Resource Planning Senior Specialist 2011 - 2013

- Workforce Senior Analyst 2009 - 2011

- Intraday Specialist 2008 - 2009

- Call Center Senior Advisor 2007 – 2008

From Feb 2006 Till Feb 2007

Xceed

Customer care representative

From Feb 2003 Till Jul 2006

Ameco Tech Corp

- Telesales Manager 2005 – 2006

- Telesales Team Leader 2004 – 2005

- Telesales Agent 2003 – 2004

Training & Skills

- Training

(BBSA) Basic Business Skills Acquisition

(Dec 2002 - Mar 2003) Sponsored By The Future Generation Foundation. o Windows

o Word

o Excel

o Access

o MS.Project

o MS.Outlook

o Internet

o Power Point

o English Levels

(MCIT) By Berlitz in cooperation with Xceed

(Dec 2005 till Mar 2006)

o Dale Carnegie Training

o (ICCI) International Call Center Industry

o English levels

o Customer Services

o Marketing

o System

o Behavior

(ICMI) ( International Customer Management institute)

(Oct 2008)

Essential Skills and Knowledge for Effective Call Center Management

Work Force Management Training

Work Force Management: (Basics and Beyond)

By Logic Management Consulting

( Influencing Skills ) May 2008

Personal Skills

Smart, Diplomatic, Persuasive, Patient, Faithful, Business Like and have the ability to work under pressure

Reference will be presented upon request

Contact this candidate