Essam Elsayed Email & Phone Number

New Cairo City, Cairo Governorate, Eg

Egypt

Sharm El-Sheikh, South Sinai Governorate, Egypt

Egypt

Dutiews & Responsibilities Monitor subordinates' performance to assess achievements, intervening when corrective or developmental action is required to ensure improvement and continuance of staff performance. Supervise performance of the team to meets or exceed the agreed required targets to ensure that the team is applying the processes for all received cases with high level of accuracy. Participate in the development and setting of stretching targets for staff involved in all areas of responsibility.  Assist in management of scheduling and tracking of workforce and vacation schedules in accordance with set Company guidelines and requirements.  Assist in training new employees and performing other duties as assigned by management.  Create and promote an environment that encourages both individual and team advancement to ensure the outstanding delivery of customer service to all corporate customers. Ensure that the team meets the agreed-upon productivity and utilization measures. Maintain the expected level of discipline in the team: e.g. adherence to clean desk policy, adherence to dress code policy, and positive working relationship amongst team members. Come up with new processes improvement Utilize all tools to ensure the best SL management and the effective implementation of corrective and preventive actions for SL drops. Keep updated records of all representatives’ personal files. Motivate, coach and provide professional expertise to team members to facilitate the development of their knowledge and skills, providing feedback and guidance to direct reports on a regular and timely basis to help reach goals. Each member of staff is to receive monthly documented one-to-one and monthly staff meeting regularly. Ensure consistent communication within the team is pursued in a timely manner in a way that shortens the gap between mana

Cairo, Egypt

Enterprise Senior Account Manager Etisalat Misr July 2009 – present Duties & Responsibilities  Manage Key accounts segment .  Handle customers’ complaints effectively by providing guidance, alternatives, empowerment and solutions to the problems facing them.  Manage collection &billing issues on my accounts.  Manage floor tasks (monitoring service level, handling queue problems, handle shift hand over &reporting).  Align with customers’ new offers and rates in order to ensure customer experience standards.  Reporting area result on agent level and area level (Overall presentation).  Handel KPIs task for account management team.  Handling bill review before the bill issuance to insure the bill accuracy.  Create and customize processes according to issues tackled and investigate problem areas ensuring that follow up is done for incidents reported by customers.  Maintain a line of communication between corporate team and other departments to ensure that team members are aware of current and new products, policies, procedures or service updates.  Coming up with new processes improvement .

Dec 2008 – July 2009 Duties & Responsibilities  Handling all end users requests and inquires  Acting as account management after there working hours and holidays (handle all authorized requests and complains)  Supporting account management while working hours.  Support corporate back office and complain (billing, retention, quality &requests)  Up selling and cross selling  Handling floor task (monitoring service level, handling queue problem, handle shift hand over &reporting)