Mohamed Sayed Email & Phone Number

Doha

• service processes & resources
• Lead & managing offshore call centers teams; providing a strong vision, coaching, training, mentoring and support to assist them in successfully delivering awesome customer experience
• Accountable for developing and maintaining strong relationships through analyzing enterprise detractor"
• Monitoring and review major customer incidents & complaints by taking real time responsibility through escalating to the right team"
• Lead and motivate a team within a Customer Care environment to ensure delivery of an awesome customer experience
• Cut down detractors & Passives by 10% each month per agent

• Improved & maintained calls handling service level of 98% within the threshold 30 seconds that`s keep abandoned rate to 2% within 6 seconds.
• Consistently achieving outpatient prior authorization call center KPIs 95% – 98% in 15 minutes and process outpatient within 60 minutes
• Acting as higher point of escalation by handling complaints calls on the spot once and/or within 1 hour if agreed
• Meeting complaints members in the walking center as Duty manager in charge handling their related medical issues & inquiries
• Ensured healthy & positive work environment by connecting our call center team members with all business related stake holders “ Internal & external” to facilitate day-to-day business smooth continuity
• Efficiently enhanced floor productivity calculation sheet to measure daily/weekly/monthly historical performance that is considered the main performance indicator & based on it development plans to be set

• Ensured that all KPIs assigned from the client “ Vodafone Qatar” are efficiently met
• Effectively coached & supported specialist’s with a strong focus on maintaining and improving service quality, hold team and one-on-meetings to ensure the team is kept up to date on all relevant issues impacting their.
• Maintained & developed healthy business environment by ensuring that all processes and procedures outlined are implemented and used effectively
• Managed day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate specialists in a monotonous job environment
• Monitored and assessing specialists’ performance to ensure KPIs and daily SLAs are met
• Ensured a strong focus on quality and customer satisfaction through ‘Quality Focus’

Doha - Qatar

• Closely monitoring the service level for 11 service queues spread along 3 sites (1 in house and 2 off shore).
• Strongly mastering Excel, power point, AVAYA, CMS, SISCO, Remedy application, Seibel, CRM, Crystal, and different data base systems.
• Responsible for overall management and direction of Customer Care’s workforce & operational reporting related activities.
• Ensuring that Operational goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.
• Monitoring intra-day service levels and directs real-time changes to meet service levels.
• Tracking and monitoring actual versus forecasted call volumes real time and recommend actions aligned with the budgetary requirements.

Cairo - Egypt

Act as frontline representative interacting with Vodafone customers worldwide "Qatar Account". Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.DELEGATED AS CALL CENTER TEAM LEADER FOR MORE THAN SIX MONTHES.

Cairo - Egypt

Responsible for all human resource activities including employment, Interview job applicants; review application/resume; evaluate applicant skills and make recommendations regarding applicant''s qualifications. Prepare job documentation Design and conduct new employee orientations. Administer and explain benefits to employees Provide advices, assist &.

Cairo - Egypt

Handling all recruitment activities (for both internal and external customers) covering recruitment advertisements, applicants screening process, categorizing and filing the received resumes in the database program, conducting initial interviews with candidates and preparing short-listed candidates to ensure compliance to the set policies and.

Bachelor Degree, English Department, Pass

Activities and Societies: Studied English Literature & Translation Studied English Litreture

Human Resources Management Certificate, Hr Management

studied human resources management