Provide consultation to Leadership Team on reporting needs, trend analysis and report improvement opportunities Coordinate the implementation of reporting processes (i.e., development of data collection tools and the establishment of data collection and distribution process) Develop/implement streamlining solutions to improve reporting processes Produce timely, accurate and meaningful regular and ad-hoc reports, trending data, and respond to inquiries from Leadership Team as needed… Show more Provide consultation to Leadership Team on reporting needs, trend analysis and report improvement opportunities Coordinate the implementation of reporting processes (i.e., development of data collection tools and the establishment of data collection and distribution process) Develop/implement streamlining solutions to improve reporting processes Produce timely, accurate and meaningful regular and ad-hoc reports, trending data, and respond to inquiries from Leadership Team as needed Maintain existing reports and develop new reports/graphs, production schedules, and additions/deletions from existing reports Store and manage project specific data via database management application Analyze current state of reporting environment including identify reporting opportunities and engage with business owners in prioritizing; and apply best practices and technologies in designing solutions Show less

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure… Show more Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectationsCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activitiesStay current on internal work processes, policies and procedures. Attend required manager development trainingPromote corparate values through both behavior and attitude, including being an advocate for team members Show less

Manage the absentee line and report on absences dailyRoster Adherence - Monitoring and maintenance of daily roster to ensure staff are performing correct task per intervalProactively identify issues and areas for process improvementConduct real-time monitoring of queues and skill sets for site and identify trendsMaintain a special emphasis on looking for possible downtime and telephony issuesProvide regular feedback on team and individual adherence performanceHelp with… Show more Manage the absentee line and report on absences dailyRoster Adherence - Monitoring and maintenance of daily roster to ensure staff are performing correct task per intervalProactively identify issues and areas for process improvementConduct real-time monitoring of queues and skill sets for site and identify trendsMaintain a special emphasis on looking for possible downtime and telephony issuesProvide regular feedback on team and individual adherence performanceHelp with reporting on team performance where required Show less

Achieving specific sales targets and maximizing sale opportunities on each and every callUse non-scripted probing techniques to determine customer needs and offer the most appropriate product or service to address their needsMaintain broad knowledge of products, pricing, promotions, and proceduresEnsure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’)Greet customers in a courteous, friendly, and professional manner… Show more Achieving specific sales targets and maximizing sale opportunities on each and every callUse non-scripted probing techniques to determine customer needs and offer the most appropriate product or service to address their needsMaintain broad knowledge of products, pricing, promotions, and proceduresEnsure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’)Greet customers in a courteous, friendly, and professional manner using agreed upon proceduresListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerClarify customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customerPrepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and sales performanceAnswer billing questions by talking through components of customer accounts Show less

During my work at ECCA Makan i've learned about Egyptian culture and the secrets of Egyptian music.My role was to film, edit and archive the materials in a way which facilitates its use by researchers,artists, and music lovers.

Maintaining database by entering new and updated information.