MARIO

ATEF

ELIAS

HANNA

wolf.fire.adremu@r.postjobfree.com

+201*********

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.adremu@r.postjobfree.com

+201*********

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