Duaa A. Saeed Email & Phone Number

United States

Al Jizah, Egypt

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.Develop, implement and review operational policies and procedures.Developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirementsManage and review operational reports (Attendance, adherence, Metrics management reports)Provide leadership and… Show more Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.Develop, implement and review operational policies and procedures.Developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirementsManage and review operational reports (Attendance, adherence, Metrics management reports)Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs and make adjustments to meet changing requirements.Oversee the recruitment of required and qualified personnel to fill job openings for call center agents.Managing the call center agents training process to make sure that service delivery on their part is always up to speed.Responsible for coaching and supervising the Team Leaders.Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer ongoing developmental coaching.Maintains and improves call center operations by monitoring system performance.Responsible for allocating work-time to call center agents according to the workload.Create and maximize relationships with client partners.Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problemsManage call center equipment by ensuring repairs and replacements as at when dueDetermine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.Attend business reviews with the existing clients.Handle the client escalation with the “The relevant department.Manage the new campaigns. Show less

Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.Establish a high standard for productivity, quality, and customer service as well as define user guidelines.Develop company systems for customer interaction and voice response and control the implementation process.Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.Aid human resources… Show more Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.Establish a high standard for productivity, quality, and customer service as well as define user guidelines.Develop company systems for customer interaction and voice response and control the implementation process.Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.Summarize, collect and analyze call center trends and data for regular performance reports.Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation.Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints Manage staff levels, wages, hours, contract labor to revenues Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees.Analyze process workflow, employee and space requirements and equipment layout; implement changesContribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends Show less

Egypt

Create and maintain leads and target lists for potential new customers over the phone.Devising a process propelled work-flow for telemarketing or sales and also help in piloting follow ups and qualifications.Making team reimbursement arrangements and performance metrics.Extend call scripts that helps telemarketers with lead qualification and generation.Placing and advertising the organization’s product to the clients.Administering telemarketers to persuade the clients to buy… Show more Create and maintain leads and target lists for potential new customers over the phone.Devising a process propelled work-flow for telemarketing or sales and also help in piloting follow ups and qualifications.Making team reimbursement arrangements and performance metrics.Extend call scripts that helps telemarketers with lead qualification and generation.Placing and advertising the organization’s product to the clients.Administering telemarketers to persuade the clients to buy the company’s services and products.Renewing the client relationship management structure with fresh contacts.Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skillsEvaluate sales records periodically to make balances and ensure that sales figures tally with number of goods sold.Implement all of company policies and ensure that the team is working with it.Build a perfect relationship with the client.Listen to the quality department to improve his/her productivity.Save the client satisfaction.Presents the monthly reports Show less

 Participates in design of call monitoring formats and quality standards.  Performs call monitoring and provides trend data to site management team.  Uses quality monitoring data management system to compile and track performance at team and individual level.  Performs monitors of customer care email responses.  Participates in customer and client listening programs to identify customer needs and expectations.  Provides actionable data to various internal… Show more  Participates in design of call monitoring formats and quality standards.  Performs call monitoring and provides trend data to site management team.  Uses quality monitoring data management system to compile and track performance at team and individual level.  Performs monitors of customer care email responses.  Participates in customer and client listening programs to identify customer needs and expectations.  Provides actionable data to various internal support groups as needed.  Coordinates and facilitates call calibration sessions for call center staff.  Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review.  Perform other duties as assigned. Show less

-Processes reservations by mail, telephone.-Processes reservations for the travel agencies and other hotel departments.-Knows the type of rooms available as well as their location and layout.-Knows the selling status, rates, and benefits of all packages plans.-Knows the credit policy of the hotel and how to code each reservation.-Creates and maintains reservation records by date of arrival and alphabetical listing.-Determines room rates based on the selling tactics… Show more -Processes reservations by mail, telephone.-Processes reservations for the travel agencies and other hotel departments.-Knows the type of rooms available as well as their location and layout.-Knows the selling status, rates, and benefits of all packages plans.-Knows the credit policy of the hotel and how to code each reservation.-Creates and maintains reservation records by date of arrival and alphabetical listing.-Determines room rates based on the selling tactics of the hotel.-Prepares letters of confirmation.-Processes cancellations and modifications and promptly relays this information to the front desk.-Understands the hotel's policy on guaranteed reservations and no-shows.-Tracks future room availabilities on the basis of reservations.-Handles daily correspondence. Responds to inquiries and makes reservations as needed.-Makes sure that files are kept up to date.-Promotes good will by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.-Getting information about areas of interest in order to target more clients in particular seasons.-Making arrangements for clients travel programs. Show less

- Actively participate in performance appraisals for Telesales Agents.- Provide leadership, guidance and support to the Telesales Agents.- Consistently monitor systems with a view to recommending changes andupdates to improve them.- Assist in the management staff rosters to meet anticipated business requirements to the agreed standards.- Maintain Targets required.

Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.Verifies that representatives are providing up-to-date information, following current processes, and communicating… Show more Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.Evaluates and records the quality and performance during each call.Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.Provides feedback on uniform application of guidelines and procedures.Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives.Identifies adverse performance trends and patterns.Provides input and assistswith the development of additional training or policy and procedure changes that may be required to enhance service productivity.Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.In periods of excessive call volume, assists by taking inbound customer calls or handling IB customer emails.Participates in meetings and presentations or other designated special projects as assigned by department management.Maintains a comprehensive working knowledge of policies, procedure, and benefits across all product lines. Show less

Egypt

Handle British Customers inquires and complaints.Log customer details on the CRM.Provide customer with accurate information and right solutions.Performs other duties as assigned by management

Egypt

Abbaseya Cairo Egypt

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