• Responsible for agents' motivation, satisfaction, performance -Both internal and external-, monitoring, coaching, development and accountability.• Actively participate in client meetings, prepairing and presenting the LOB's weekly/ monthly performance trends, in-scope/out-scope challenges/opportunities, detailed RCA, action plans and best practices.• Created a new, fully automated performance dashboard, giving the agents visibility over their MTD, DOD, WOW, and MOM Performance status on all KPls, rank and bonus in EGP at anytime instead of waiting for manual reports/ Emails.• Enhancing both internal and external processes by spotting and escalating process gaps/areas of improvement along with presenting the samples and recommendations• Achieving 100% graduation in 6 months.• Ranking #1 across all sites with the current B2B team.• Managing outliers and proactively eliminating any indiscipline behavior by setting clear ground rules and leading by example.• Communicating clear and achievable action plans and following up on hourly/daily basis.• Motivating the agents with clear, achievable and tailored goals that guarentees career success for each one.• Lead multiple development sessions to increase agents awareness of their KPIs and making sure that they will be able to get promoted in the nearest future.

• Providing The required support to the front line agents. • Managing the team's performance inexternal KPIs.• Assisting front line agents and handling the customer’s Complaints • Creating and excuting action plans for theteam's outliers to improve their skills andknowledge and enhance their performance onexternal KPIs, Making sure agents are meetingall targets.• Creating many briefings to make it easier for the agents to provide the customers with a quick and correct resolution.• Monitoring Agents calls to assure customers satisfaction and enhancing agents performance. • Handling commercial customer escalations for inbound calls and ensuring customer satisfaction as a call center supervisor.• Coaching sessions for agents on various handling techniques and system navigation skills.• Following up on scheduled training sessions for agents and making sure agents are up-to-speed for frequent company/client updates.

• Providing The required support to the front line agents. • Managing the team's performance inexternal KPIs.• Assisting front line agents and handling the customer’s Complaints • Creating and excuting action plans for theteam's outliers to improve their skills andknowledge and enhance their performance onexternal KPIs, Making sure agents are meetingall targets.• Creating many briefings to make it easier for the agents to provide the customers with a quick and correct resolution.• Monitoring Agents calls to assure customers satisfaction and enhancing agents performance.

• Providing assistance to the Business Owners Customers.• Dealing with Business Accounts and providing an assistance required for each Account Type.• Assisting US based Business owners with their internet, cable and phone services.• Assisting US based customers with technical and billing inquires for their business accounts.• Following up by making outbound calls to ensure customer satisfaction for business owners.• Ranked first across the 2 sites (Cairo and Alexandria)• Ranked the first across the Business department• Ranked as the first agent over the 2 sites by achieving 100% of the External and Internal KPIS• Participated in 2 Client Focus Groups to discuss the issues which is impacting the agents.

• Technical and Billing customer service representative.• Assisting US based customers with their cable, internet and phone services.• Assisting US based customers with their billing inquiries.• Providing all types of assistance (Technical / Billing) to US based customers.• Following up and making outbound calls to ensure customer satisfaction • Ranked first over 2 sites (Cairo and Alexandria)• Ranked the first agent over the 2 sites by achieving 100% of the External and internal KPIS