Mohamed Mahmoud

Abd Elfattah

Marzouk

Personal

Address

**, ***** *** ** ***** st,

Fisal, Giza

Phone number

(02-010******** –

012********

E-mail

Ma7md.zedan.88@gmail.

com

Skills

Microsoft word

Microsoft Excel

Self-control

Patience

Effective Listening

Clear communication

Adaptability

Interests

- Electronics and

computers

Work Experiences

Area manager 2022 - 2023

ATM Technichan in Elrwad Company, It responsible for ATM machines (soft, Hard ware ) Technical support Team Leader in Xceed Company 2017 - 2021 . The Team Leader operation is responsible for day-to-day supervision of a group of call center associates; Make sure that metrics are achieved by providing adequate coaching, motivation and accountability.

Duties include –

Solving escalated queries and speaking to demanding client.

Monitoring inbound and outbound call ratio per consultant.

Validate customer complaint by replaying call recordings on unsolved queries and client complaints.

Managing the team training portfolio and ensuring all members get proper training,

Motivating, encouraging and supporting team members.

Effective coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.

Identify performance related issues, develop an action plan for improvement and implement corrective action, up to and including termination of employment.

Ensure service delivered to our customer meets contractual key performance indicator

(KPI) and financial expectations.

Deliver daily briefing to all team members to make sure all team updated with new info.

Track all team members to discover any abuses cases that effect badly to our clients.

Send daily performance to all team member to make sure all on track.

Managing day shift for two times weekly.

Organizing team rotation schedule, leave application and absenteeism.

Work on customer satisfaction.

Analyzing data across all account metrics.

Customer service advisor 2014 – 2017.

Part of technical team who responsible to handle internet technical issues from our customers.

Taking inbound calls relating to policy queries.

Logging calls on internal system.

Escalating queries that required input from other department.

joined task HR as trainer for new trainee for 14 month .

Join training how to be trainer.

Customer service advisor 2012 – 2014.

Handle calls Core,Med, highvalu and ISP Customers .

Act As Operation ISP TL for 4 months in Etisal company account Etisalat misr Education & Qualification

Bachelor of Commerce Accounting Division, Helwan University 2010. Skills

Strong communication skills, both written and verbal.

Team leader ship skills course.

ICDL

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