Quality Assurance Development Specialist

Karim Atef Hamed Ali Mahmoud

Address: ** ****** **-******* ******, Misr El-Gdida, Cairo

Home Phone: 02-21892390

Mobile: 010********

Email Address: ************@*****.***

Objectives:

Seeking full time employment in large, diverse and international business that reflects my knowledge and enriches me with experience. I believe in a quote that says: “The only person you should try to be better then, is the person you were yesterday” Education:

Bachelor of Commerce, faculty of commerce-Arabic section, Ain shams university, accounting department, 2013 (Grade: Good 73%)

Eltabary secondary school, 2009, 84%

Work Experience:

Subject Matter Expert, SWVL (Oct. 2024 – present): Roles:

Giving refreshment sessions for the agents.

Monitoring Dsat and Csat for each agent.

Monitoring the agents for the quality assurance.

Coached the agents for each mistake in the operation field.

Reporting for the performance to the manager.

Checking with the technical team for the unresolved tickets.

Ability to lead the shift as a leader.

Global Learning and Development specialist, SWVL (Jan. 2022

– Oct. 2024):

Roles:

Giving training for new agents.

Support new agents on live chats.

Making analysis for the whole performance.

Monitor tickets to match with quality standards.

Develop the app with new ideas.

Setting meeting globally to discuss the common issues.

Quality Assurance Specialist, SWVL (April 2022 – Oct. 2024) Roles:

Monitored calls, chats and tickets for each agent.

Sending mails about the quality scores to the leaders.

Set coaching sessions for every agent.

Monitored D-Sat tickets to find solution for C-Sat.

Making Analysis for the scores and noticing the gaps in each month.

Senior Crisis Management specialist, SWVL (Jan 2021 – April 2022) Roles:

Web and chat support on the severe cases with customers.

Sending mails for the most severe cases for saving customer experience.

Resolving Tickets for customers with their inquiries.

Making investigation with customers and captains.

Achieving Target in C-sat & productivity.

Supporting any new comer agent with any inquiry.

Making Excel sheets for necessary situations.

Making Analyses and monitoring for Quality and C-sat.

Ability to lead the shift as a delegate.

Handling all social media complaints and getting satisfaction.

Senior Community support specialist, SWVL ( July 2019 – Jan 2021) Roles:

Web and chat support with the customers’ inquiries.

Resolving Tickets for customers with their inquiries.

Making investigation with customers and captains.

Achieving quality process.

Achieving Target in C-sat & productivity.

Supporting any new comer agent with any inquiry.

Making Excel sheet for necessary situations.

Making Analysis and monitor for Quality and C-sat.

Ability to lead the shift as a delegate.

Back office SME, Majorel, U-Tech (Aug. 2017 - July 2019) Roles:

Resolving Tickets for the customer.

Achieving quality process.

Achieving Target in FCR & C-sat & AHT.

Supporting agents with any valid ticket.

Monitoring Tickets for each agent and coaching them.

Technical support agent, RAYA, Etisalat Emirates Project (May. 2015 - Aug.2017)

Roles:

Supporting Customers’ Inquiries about different technical issues.

Handling and supporting customers with general info about (Internet or SIM or devices etc…)

Achieving target in AHT.

Ability to collect the amounts from customers.

Trainee, Alex Bank, (July 2012)

Roles:

Learning about company operations including company contracts, suppliers & customers.

Open investment certificates.

Audit of loans to customers.

Method of payment of installments.

Troubleshoot credit card problems.

Language Skills:

Fluent command of English both spoken and written.

Attended level 12 General English course at AUC.

Handling foreign customers as a technical support agent.

Arabic is the mother tongue.

Computer Skills:

Good user of Microsoft Windows and office.

Attended Excel Advanced course, Grade (excellent). Other Courses and activities:

Learning and Development from Coursera.

Preparing to manage Human Resources from Coursera.

SAP Fundamental from Coursera.

Banking Training certificate from Egyptian Banking Institute (EBI).

Programming Courses ICDL from Vision Academy.

Peach Tree from Ain Shams University.

Marketing course from Ain Shams University.

Personal Information:

Nationality: Egyptian.

Date of Birth: 11 / 1 / 1993.

Marital Status: Married.

Military services: Exempted.

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