Menna Reda Email & Phone Number

Cairo, Cairo Governorate, EG

Egypt

• Developing or improving processes for existing products or creating new processes for new products.
• Monitoring and analyzing process performance.
• Creating flow charts and diagrams of processes to visually communicate process steps and relationships among steps.
• Recommending changes to production methods or equipment design based on results of testing.
• Meeting regularly with other members of the engineering team to discuss progress on projects.

Egypt

• Acting as a quality supervisor, arranging monthly plan with all the available quality coaches to manage call center performance and KPI’s by distributing quality quota and manage the schedule of sessions between.
• Provides coaching and delivers performance feedback to associates as outlined in business unit's policies and procedures
• Designed and delivered a training material covering quality assurance standards and soft skills for a training project to Viva Kuwait and got the highest score in the training feedback
• Have been selected to design and deliver different soft skills trainings to different accounts and departments
• Effectively prepare and communicate evaluation results for Operations management
• Proactively build new training materials and quality programs to address new client requirements, new challenges that arise via calls monitored, trends in reports and feedback from the team

Egypt

• Monitors both inbound and/or outbound calls of all agents on a monthly basis
• Analyzes/audits service interaction data, emails, voice, chats and customer surveys to identify areas of service delivery that did not meet performance standards within the Call Center
• Created a nesting plan for new agents in order to achieve highest customer satisfaction scores, and ensure a smooth transition from learning environment to daily production environment
• Designed a call center awareness campaign and improved a process in a trending issue resulting in achieving improvement of 12% for the most common quality failure reasons

Egypt

• Monitoring agents’ queue activities and ensure agreed daily service level achievement
• Designing monthly technical knowledge test and analyze agents’ scores to conduct needed knowledge sessions
• Analyzing knowledge updates and changes received from the client and cascade it to Vodafone IE contact center agents

Egypt

• Investigating and solving customers' problems
• Preparing performance reports analyzing own contribution in customer service, while meeting deadlines
• Responsible for updating the team members with all news and updates for the organization and/or services as assigned by the management

Egypt

• Acting as a front line Technical support for identifying and resolving technical issues to end users
• Reporting customers’ network related issues after collecting needed samples to network services team and ensuring regular follow ups for resolution