Mohamed Anany Email & Phone Number

Boston, Massachusetts, United States

- Collaborate with department heads to gather data, analyze trends and forecast staffing.- Maintain workforce forecasts and recommend staffing moves to maintain optimal coverage for each department.- Monitor KPIs and metrics to identify areas for improvement and develop strategies to achieve targets.- Analyze historical data to identify patterns and provide recommendations.- Track hiring/attrition and maintain the schedule roster. - Real-Time queue management, agent skilling, and call routing.- Review schedule adherence and agents’ performance to report issues.- Conduct new hires training to help understanding tools and procedures.- Liaison with the IT department regarding Technology challenges and outages that impact customer experience and troubleshoot Genesys issues.

Boston, Massachusetts

- Create new cruises and land tours reservation, educate on tour itineraries, process payments, and respond to customer inquiries.- Make reservation changes.- Advise, book, and update airline reservations as needed.

Dubai, United Arab Emirates

First and Business class lounges

Dubai Emirate, United Arab Emirates

Adhere to operational procedures regarding travel, immigration and safety regulations during check-in and boarding

Cairo, Egypt

EDUEgypt governmental Program (Scholarship to qualify college students to work in the customer service industry) – Provided training on the following:- Soft skills and Email etiquette.- Customer Service and BPO industry.- English grammar, conversation, and phonetics.

Cairo, Egypt

- Follow-up on the quality team’s attainment.- Help management to set the weekly action plan and goals.- QA team spot-checks to maintain consistency.- QA gauge in client & operations calibrations.- Correlate quality with other KPIs (Like AHT & C-Sat) to improve them.

Cairo, Egypt

- Monitor calls and deliver feedback (by e-mail or face-to-face).- Conduct weekly client and operations calibrations.- Track the agents’ results and learning curve monthly.- Deliver Technical and soft skills training sessions and debrief on updates.- Quality Supervisor delegate Sep14 - Apr15.

Cairo, Egypt

- Handle incoming calls, fulfilling requests and requirements.- Book and modify hotel, flight, activities, and car reservations.- Modify/cancel flight reservations.

Cairo, Egypt

Staff Development - English conversation courses.

Cairo, Egypt

Grammar and conversation courses