Mostafa Oraby Email & Phone Number

Giza, Eg

Egypt

working as a customer sales and sales officer in British Council Agouza office.

Cairo, Egypt

Mena Region

Cairo, Egypt

- Responsible for providing quality and efficient customer service to customers through the management of his team to include ensuring performance targets and objectives are met- Supervises/manages activities and performance of the Account Advisors.- Handles Account Advisors needed for on-job training and coaching.- Monitors transactions to ensure that QA standards are met  Ensures the Advisor’s KPI’s are met (daily/weekly/monthly).- Manages difficult calls by acting as the first line of escalation.- Adheres to all schedules (Advisors/operations / Monitoring)- Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors).- Monitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution.- Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets- Logs and acts on client’s request

El Maadi, Cairo, Egypt

Design and delivers training courses for employees working in the contact centers andResponsible of controlling all training performance targets and improve itTracking and analyzing the training evaluations for both soft skills and product knowledgeEnsure the effective delivery of training coursesPlanning the training surveys to identify areas of improvement and provide the audience feedback

Technological Park

I was working at Etisalat UAE account, and my role as a CS advisor was:- Handling customers' inquiries.- Handling customers' complaints and technical issues and solving them to make sure that the customer is satisfied - offering new services and new recommended offers for the customer by the end of the call.• Employs RCC training skills to:- Adhere to the call script- Adhere to the communication process- Maintain AHT- Achieve communicates return to Q, short answered calls, and abandoned percentage communicated targets- Achieve quality communicated targets• Completes necessary project operation documentation• Alerts the Team Leader on issues or concerns that require escalation• Maintains confidentiality of RCC’s client’s & customer data• Adheres to RCC policies & procedures• Carries responsibility for meeting communicated targets: sales, order taking, lead generation, appointment settings, etc.• Participates in individual & team training/meetings to bring knowledge up-to-date• Adheres to work schedule and accommodates business requests (including flexiblelocations & working hours)• Achieves the FCR target: particularly for support calls• Performs other related duties

Egypt

My role in the job was:- to contact the potential customers and offer Vodafone services and a new corporate line - follow up with customers who accepted the offer and making sure that the new sim cards delivered to them and issues with the service.- to know the undelivery reason and the customer's feedback and rejection reasons