Customer service manager

Providing high level of quality to the customers.

Supervisor – Customer service
Jan. 2002 – Present
The Egyptian Company For Mobile Services (Mobinil)
(Reporting to the Customer Service Manager )-
Responsible for:
Ten teams consists of One hundred and eighty members, including Ten team leaders
And a Call Center technical Specialist
Main tasks:
-Distributing roles and activates of team among the team members.
-Organize and improve the contact center staff procedures in co-ordination with management and department involved in order to simplify and improve the efficiency of work.
-Organize the team to optimizing the capacity to absorb the load variation of work within the quality and productivity standards, which leads to high in services level.
-Responsible for analyzing daily inbound call results.
-Being pro-active with management to update team on all operational issue.
-Propose new ideas (gathered by staff) to management to improve services level quality and efficiency of customer services.
-Responsible for accuracy and completion of all contact center system generated reports.
-Attending to all administrative matters and creating an appropriate filing system.
-Assist management in forecasting future ratio of calls to number of staff required.
-Assist to establishing and monitoring implementation of processes and procedures thus assisting the representatives to better complete their tasks.
-Evaluate the team members through the annual appraisals forms
-Preparing the KPI's for the team leaders as well as the representatives
-Directing, monitoring and developing staff to reach to international standards of customer service
Additional tasks :
-Assist management in recruiting (Responsible for conducting group interviews to choose the best candidates to join the Call Center) and training of new contact center representatives
-Choosing the best Call Center temp. Staff to convert them to permanent staff.
-Responsible for the Call Center disaster Recovery Plan
-Managing Handsets inventory and follow up on the delayed orders, ensuring availability of stock.
-Managing handsets repair and spare parts.
-In charge of PR issuance for new mouses, keyboards, Headsets….etc,
-Determining the needed equipment for the Call Center, depending on the forecasted number of calls and the expected headcount

The rest of the experience:
Team Leader – Customer Service Sep. 1999 – Dec.2001
The Egyptian Company For Mobile Services (Mobinil)
Representative – Customer Service
Sep.1998 – Aug.1999
The Egyptian Company For Mobile Services (Mobinil)

-B.Sc. in Commerce & Business Administration Jun.97 Cairo University,
Major: Accounting.

-Stock Market Analysis Diploma Sep. 02

Faculty of Economic and Political Science-
Cairo University
Overall Grade: Good

-Customs Clearance Certificate Oct.99

Customs Administration

-Feasibility Study and Projects Evaluation Diploma Sep.98

Faculty of Economic and Political Science-
Cairo University
Overall Grade: Good

PROFESSIONAL DEVELOPMENT:
Management Program
Blue Sky
- Up to Management
A&B associates Training Center
- Managing Emotions & Stress Aug. 05
ProMark Training Center
- Customer Interface Management Skills Program: Nov. 04

Facilitating Covey’s Seven Habits
Managing Activities using MS Outlook
Communication Skills
Coaching Skills
Managing Meetings & Briefings
Managing Performance Appraisal
One-on-one Coaching for participants
Motivating Customer Center Staff
Managing Customer Center Facility
Team Building
- Planning For Results
Quest Training Center
- Advanced Customer Handling
Quest Training Center
- Coach To Steer
- Time Management Course
- Business Etiquette and Protocol
- Customer Handling Skills