Nada Mohamed Mostafa

Address: * ******* **, ******** **** Ramses-Ahmed saa’ed.

Phone: +20-010******** – 010********.

E-mail: adg0ic@r.postjobfree.com.

Birth date: 16 Aug. 1989

Nationality: Egyptian.

Career Summary

9 years of experience as a Dynamic Quality Control Executive seeks new challenges and opportunities for professional growth and advancement. To cover the testing or checking procedures needed to verify that a specific product or service is performing or operating or has been delivered exactly as stated in the functional or technical specifications; build a strong career in quality field.

Highlights

Monitoring Target Completion.

Adhere to scheduled shifts.

Calibration Accuracy.

Internal Audit Accuracy.

On Time Reporting and Accuracy.

Avoid Valid Kickbacks.

Professional Experience

Job Title: Senior Quality specialist (Flyin.com)

Responsible for “Social media and offline team”

Duration: From December 2017 till present.

Job Description:

Perform daily monitoring transactions as a random spot check on samples of the CSR production.

Sending weekly and monthly performance and error analysis reports to ACM.

Validating any required data to find root causes like “the Repeated Callers, short calls, D-sat,

Sending the calibrations samples (calls) to the operations and training teams, attending the calibrations and sending the weekly calibration outcome and the (Reputability reproducibility precision) reports.

Participating in any communications, validations, tasks, activities or training requests that will enhance the Quality of the organization’s services.

Following up targeted number of monitored calls

login for a specific number of hours on monthly basis

Create quizzes for the operations, trainers and team leaders.

set process for the project starting from the house rules to how the queue should act as a performance

Put and audit on the KB “K Base” for the agent and make sure from the product knowledge ‘the material” that is cascaded to agents and if it is complete or not and to fulfill the gabs .

Monitoring all types of End-user transactions (side by side and remote).

Coach errors (non-critical and 1st critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls

Creator of the social media and offline queue at Flyin.com starting from the training, certification, recertification, cascading the SM tools, monitoring the platforms, monitoring the rush if the emails and the traffic, creating knowledge base for the project, create scripts that suits the social media channels, create internal process that helps to improve the traffic target, measuring the c sat and d sat cst and try to enrich cst experience and finally following up personally the queue and its production on a daily basis.

Job Title Senior Quality specialist, Al Mosafer

Duration: October 2017 till December 2017.

Job Description:

Maintain and develop internal support and call center quality standards;

Review a subset of support agents’ conversations (calls, emails, chat, etc)

Assess support interactions based on internal standards;

Accompany evaluations with meaningful and constructive feedback;

Discuss and explain feedback with agents in regular meetings;

Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;

Create strategies to improve support KPIs;

Job Title: Quality specialist (Sky Telecom)

Duration: Jan 2017 till October

Set process for the project starting from the house rules to how the queue should act as a performance

put and audit on the KB “K Base” for the agent and make sure from the product knowledge ‘the material” that is cascaded to agents and if it is complete or not and to fulfil the gabs.

Monitoring all types of End-user transactions (side by side and remote).

Coach errors (non-critical and 1st critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls

Create and update call scenarios for new and existing accounts.

Provide reports of QA results per transaction on a daily, weekly, and monthly basis.

Investigate and respond to complaints generated from End User Satisfaction Surveys.

Extract calls upon clients’ requests/s and/or any End User complaints.

Producing evaluation certificates for new agents.

Provide Team leaders and supervisors with detailed, clear, and professional performance feedback.

Holding Quality Awareness presentations and sessions for Staff.

Application of quality tools to solve problems: Pareto diagrams, Failure-mode effect analysis, Fish-bone diagram

Title: Quality Executive (Otlob.com)

Responsible for the content team.

Title: Quality Executive (Vodafone// National accounts)

Duration 2014 till Aug-2017

Transferred to quality Wasla staff monitoring these projects:

Vodafone

El Ezaby Pharmacies

Judge Club

Qatar el deyar “City gate”

Masr El-Khier

Kidzinia

White bay

Crave

Share’a Ela akl.

B-Tech

B-Auto

Zoppella

Garage El-Basher

Braun

Gateworx fire wall

Atletico Madrid

Sophos.

Monitoring non-voice projects:

1.Otlob.com (content team)

2.OLX (content team)

Previous Experience:

Wasla outsourcing – Vodafone Project – Cairo

Successfully managed the activities of team members (Act As team Leader).

Addressed customer service inquiries in a timely and accurate fashion.

Technician support (Vodafone Egypt) - 2013-2014

Customer care Representative (Vodafone Egypt)- 2012-2013

Tele sales Agent at Vodafone Egypt-2011-2012

Tour Operator -2010-2011

Education

License of Tour guidance English department – faculty of arts 2010

Ain Shams University – Cairo

GED: General secondary, 2006

Abbasya Sanwaya School – Cairo

Certifications

TQM certificate from Ain shams university 2019.

Aware with six sigma green belt rules (private sessions).

Languages

Arabic Mother Tongue

Excellent reading/writing English.

Skills

Quick and accurate comprehension and interpretation of the office documents and ability to handle daily correspondence competently.

Cable of working in nights, weekends, holidays and varying schedules and work both inside and outside in all types of weather conditions.

Proficiency in Microsoft Word, Excel, and PowerPoint.

Well-organized, with great time management skills.

Excellent interpersonal and communication skills.

Excellent typing and data entry skills.

Thirst for adventure and challenge.

Focused on customer satisfaction.

High customer service standards.

Effective leadership skills.

Active listening skills.

Skilled multi-tasker.

Fast learner.

Contact this candidate