Center Agent Csr
Resume:
MARIO
ATEF
ELIAS
HANNA
wolf.fire.****@*****.***
Street **, ***** *, ********, *****. Egypt
My name's Mario Hanna, I'm 27 y/o. I'm in the customer support career since 2015. I'm an Italian C1, English B2 & Arabic (mother tongue) speaker.
I used to handle customers requirements and reclaims (technical support, retail, sales). Active listener, decision maker, problem solver, perfect communication skills. Perfect performance in order to achieve targets CCX and FCR. Experienced in launching accounts. Accounts lanched are (Amazon retail "international & national shipments", Booking GO, Uber Eats & Qonto "online bank").
Talking care of customer's needs and following up on them in order to gain customer satisfaction.
Able to work under pressure and in a teamwork. Sharing best practice and more.
I worked at Amazon italy (Italian&English support), Booking GO, Expedia
(SME), Uber Eats (T.L then Trainer), eDreams (CSR agent on amadeus) and Qonto (Training & QA specialist) working on all modalities (chat, email & phone).
MARIO ATEF ELIAS HANNA
FORMAZIONE SCOLASTICA
Don Bosco
2013
Electrical technician
Diploma
ESPERIENZA PROFESSIONALE
Master service Co.
06/2013 - 01/2014
Translator
Translate legal complaints from arabic to english
and italian language.
Flash tours
02/2014 - 12/2014
Tour leader
Concentrix
01/2015 - 9/2019
Call center agent then floor walker (Amazon.it &
Expedia.com)
Receiving calls, emails and chat. Yandling
shipments for Amazon.
Hotel reservations and flights for Expedia.
eDreams for hotels and flights reservations
9/2019 - 12/2020
Trainer
Deliver the info of the product within the time
frame provided assuring that the batch is aware
of the moat most basic info which's supposed to
help to handle calls, emails or chat.
CONTATTO
wolf.fire.****@*****.***
Street 14, Villa 5, mokattam,
Cairo. Egypt
ABILITÀ
Able to work in a team work
or individual, under
pressure and for over time.
Listen very attentively
either to customers or to
agents to be able to find
solutions. Make sure that
the support provided to
customers is efficient and
from the fisrt touch to
assure the (FCR & CCX). An
effective action plan (long
term/ short term) within a
scheduled period of time
includes the route cause
(will/skill), the steps to
resolve this issue, the
results expected at the end
of this action plan.
LE LINGUE
Italian language C1
English language B2
Arabic language Mother
tongue
Majorel
02/2020 - 08/2021
Team Leader then Trainer
Leading a team of a proper number of
agents, checking team performance,
creating an appropriate action plan per
(team/agent) to make sure that all team is
acheiving targets and aware of the
knowledge base of the product we're
supporting. Reporting salaries of the team
and more.
Trainer operations specialist.
Preparing the training material
communicated from Client.
Sending 1st day
attendance.
Creating users
for new trainees.
Delivering the
material in an
interesting way
also with in the
time-frame
required.
Requesting
headsets if
voice queue.
Able to deliver
info in an
effective way in
case no time to
prepare for it.
Sending a
resignation to
the specialized
teams in case of
trainees sudden
leave.
Ability to handle
and maintain the
required HC of
trainees in case
of launching
accounts to
avoid retraining
cost for another
wave.
Making sure that
all trainees are
on the same
level of training
learning curve.
Finishing all
training
assessments
within the given
schedule.
Sending last day
attendance,
feedback per
trainee and hand
over the batch to
the senior
training
responsible.
Responsible for
more than one
LOB with
different
languages.
Webhelp
08/2021 - Still working there
Training & QA supervisor
Responsabile for arranging training plans,
distribution of training to trainers, controlling
knowledge and making sure that all trainers are
updated, analysis on new hires performance in
order to make sure that the trainers are aligned to the knowledge and assuring the quality of
delivering knowledge during the training. Making
sure that all trainings are coreectly updated to
client's sheets, checking training rooms and
making sure that all tools are ready for any
training, coaching trainers, reporting trainers
salaries.
Responsible for montoring team QA specialists
performance, monitoring action plans, making
sure that QA specialists are well aligned with
product knowledge.
Contact this candidate