Center Agent Customer Service

Ayat Nabil El Turky

E-mail: ************@*******.***

Phone: +1-949-***-****)

Address: Newport beach CA,92663

Professional summary Highly organized and motivated professional, having solid experience in Operations and a valuable background in management experience for more than 15 years.

Key Skills.

Meticulous attention to details

NPS, first call resolution enhancement. as a task owner

Develop and maintain essential functional techniques and systems ( overall management of operations team and office)

Maintaining records of specific information about the client complaints, queries, reports, client dealings and relationships

Handling the administration work in an efficient manner, Designing, employing and managing the company’s function’s structure

Coordinating with various divisions of the company. Administering, and managing the production

Ensure proper and smooth operations of the organization by employing the business strategies and managing everything from security to information technology.

immediate & continuous support concerning Admin reports and Payroll

Identify induction training needs by evaluating strengths and weaknesses.

Build action plans and update the leaders to be aligned with COPC standards

Align company process map with the adopted standards and methodologies.

Create a fast, dynamic and efficient mechanism for maintaining/ updating the staff with identified processes / policies.

Monthly check to ashore that the required KPI’s for the defined Business Process aligned as per the standards.

Ensure documenting and implementing every action

Highly organized.

Good people skills.

Handle and develop new/existing processes/policies for new/changed functions to ensure full alignment with existing processes & functions.

Strong leadership skills

Excellent communication skills.

Analytical skills.

Problem-solving skills.

Proactive nature.

Excellent interpersonal skills

Strong proficiency in Microsoft Office applications (Outlook, Word, PowerPoint).

Arabic & English Speaker.

Professional Experience:

Membership processing specialist (American Automobile Association)

August 2022- December 2022

Work directly with customers through inbound phone calls. Calls range from helping customers maintain their memberships to adding or upgrading memberships.

Listen and understand customer issues, while offering meaningful solutions. Proactively offer valuable AAA products and services to meet their needs.

Work directly with customers through inbound phone calls. Calls range from helping customers maintain their memberships to adding or upgrading memberships.

Listen and understand customer issues, while offering meaningful solutions. Proactively offer valuable AAA products and services to meet their needs

Customer Relation Manger: Orange (France telecom)

January 2020 – Present

Conduct. Weekly meetings with respective business units

Used CRM software, developed new marketing strategies and built relationships with customers to increase customer satisfaction by 37%

Identified and corrected five errors in CRM software to improve efficiency and ensure customer service success

Managed and evaluated a team of eight sales representatives to use CRM software and expand customer base

Assess customer needs, evaluate customer satisfaction and optimize customer services

Manage CRM systems and develop metrics to measure customer service success

Communicate with clients directly and resolve any customer issues

Consults with line management, providing HR guidance when appropriate.

Analyzes trends and metrics in partnership with the HR group to develop solutions, programs and policies

Manages and resolves complex employee relations issues. Conducts effective, thorough and objective investigations.

Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance. Partners with the legal department as needed/required

Provides day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions).

Provides guidance and input on business unit restructures, workforce planning and succession planning.

Identifies training needs for business units and individual executive coaching needs.

Participates in evaluation and monitoring of training programs to ensure success. Follows up to ensure training objectives are met.

Performs other related duties as assigned.

Customer service and retention Manager Enterprise Customer Support Orange (France telecom ) July 2018 – December 2020

Holds regular meetings with account managers, Company’s contact persons to discuss expectations and hear their concerns

Responsible for department recruitment, retention and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

the department processes which decrease the SL to 4 HRs instead of 24 HRs

Managed to work with all the departments that affect the consumer`s satisfaction directly with customer service CS, customer experience, Operations, CRM, Projects, Quality, Marketing & Public Relations.

Hold regular meetings with the legal team to make sure that agents meet orange compliance

Project Manager “Shock Absorber & Tele sales” Orange

Feb 2014 – July 2018

Lead a team of 80 customer support agents to absorb the queue in the high value segments.

Responsible for increasing the Success rate and accepted rate of the assigned campaign by implementing new techniques and ideas.

Increased sales % for outbound team from 40% to 70%.

Maintains fair distribution of duties and tasks among team members responsible for upselling, Acquisition & attack campaigns.

Prepare weekly Tele sales analysis report.

Managing employee’s time and attendance, scheduling and absences.

Prepare detailed report regarding our sales revenue from the upselling team.

Make visits to several shops to provide outbound with new handset specs and shortage.

Call Center Team Manager Orange March 2008– Feb 2014

Lead a team of 40 customer service representatives to increase service center profitability, through managing their daily performance and punctuality.

12 years of relevant work experience with 8 to 10 years managing cross-functional teams.

Hold regular coaching sessions and meetings for Team members, each as required for a regular follow up on Team's performance and to strengthen Team member’s communication and objectives orientation.

Cooperating with CRM departments for ensuring delivering the best value of service and quality to end user customer.

Calculate scores of salary incentives according to the company’s Key Performance Indicators (KPIs) for 1500 employee with annual budget 2,400,00 Million EGP.

Created Quality & Productivity reports and coordinate with the report’s stakeholder to increase the quality percentage

Call Center Agent. Mobinil telecommunication Oct 2006 – March 2008

EDUCATION & CERTIFICATES.

Bachelor of Arts, Mass communication public relation section, GPA 4.64

Monitoring &Evaluation Online PHILANTHROPY UNIVERSITY. 2019

The course covers the following topics: Logical Framework, Indicators, Data Flow Map, Roles and Responsibilities Chart, Plan for Data Quality Management, Plan for Data Analysis and Use

Lean Six Sigma Yellow Belt France telecom online courses. 2018

Quality management methodology,

Evaluating the capability of a process within the organization

DMAIC (Define, Measure, Analyze, Improve, and Control)

Waste elimination based on critical to quality

High Performance Management Techniques – COPC 2016

Continually improve the customer experience across the entire journey

Ensure processes, metrics and targets are consistently implemented

Effectively collect, understand and incorporate customer feedback

Leverage best practices that are consistently updated in the Standard

Certificate in Human Resources Management AUC (American University in Cairo) 2011

1-Training and development

2-Recruitment and selection

3-Compensation and benefits

4-Labor law

5-Contemporary management

6-Organizational behavior

7-HR information system

Personal effectiveness training and certificate by Quest April 2010 (Completed) 2010

Certificate for Toeic exam with grade 785 From ETS -Feb 2010

Customer Service Course by blue sky:

One heart program by blue sky 2007, 2008 and 2009 (Completed)

Phase 1: living Mobinil brand at Mobinil-December 2007

Phase 2: Elements of communication Part 1 - Mobinil-May 2008

Phase 3: Elements of communication Part 2 - Mobinil-May 2009

Phase 4: Coaching - Mobinil-October 2009

Soft Skill E-learning courses and certificate through skill port website by Orange for:

-Inbound call centers people management (completed on 20/11/2008)

-Successful Coaching Relationships completed on 19/05/2009)

-Managing Contingent Workers (In progress)

-Quality-minded Management (In progress)

-Recruitment and Selection (In progress)

-Successfully Coaching Relationships (In progress)

-Trends in Coaching (In progress)

·ICDL Computer Course from IBC center

Contact this candidate