Peter Makhail Email & Phone Number

Egypt

Egypt

Cairo Governorate, Egypt

MaadiSummary Of work:Manage operations, productivity, quality control and safety measures as established and Ensure safe and efficient operations. reporting and looks for opportunities to expand systems.Essential Duties and Responsibilities:o Managing 6 Managers with 250+ employee.o Recruit, select, train, assign, schedule, coach, counsel and discipline employees.o Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level.o Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints.o Work closely with Customer Operations Director set and/or implement policies, procedures and systems and to follow through with implementation.o Accomplish operations and organization mission by completing related results as needed.o Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management.o Carry out supervisory responsibilities in accordance with company’s policies.

Cairo, Egypt

MaadiSummary Of work: Manages Two teams (FileBound & Right Answers) resources outsourced to Upland SoftwareEssential Duties and Responsibilities:o Support my Team members with any required Technical knowledge.o Creates and executes development plans and revises as appropriate to meet changing needs and requirementso Facilitates effective team interactiono Effectively utilizes each team member to his/her fullest potentialo Inspires Team members to attain goals and pursue excellence.o Keeps track of lessons learned and shares those lessons with team memberso Acknowledges and appreciates each team member's contributionso Handle Team Allocation, Annual requests and WFH requesto Create Weekly performance reports and perform a weekly one-to-one meeting with each team member to improve their performance.o Monitor Agents Qos on calls and provide them with an improvement plano Created a KPIs Portal for FlairsTech Support Team and Sales Team

Summary Of work: Provides Technical assistance to offshore clients via telephone, Emails or remotely depending on the issue type.Essential Duties and Responsibilities:o Perform Software (RightAnswers) Troubleshootingo Troubleshoot Customer Environment to determine the issue. (Database, Network, Active Directory, Server/machine Performance)o Provide assistance to the rest of the team members.o Handles tickets/voicemails using Zendesko Handles inbound calls/escalationso Perform outbound calls and remote sessionso Confer with clients to determine their information processing or computer needs.o Handling and educating customers about Software (RightAnswers) Functionality

Maadi

Summary Of work: Provides Technical & Operational assistance to Customers (Digital Wallets Users) and Digital Wallets ProvidersEssential Duties and Responsibilities:o Test, Maintain, and monitor Digital Wallets performance.o Provide new plans and strategies that can be included in the Digital Wallets services.o Create customized reports and analysis to display the wallets performance and weakness.o Create and perform training sessions to the wallets technical support Team for the Digital Wallets provider support team.o Provided technical assistance for both the customers (Digital Wallets users) and the Digital Wallets Providers like CIB: Smart Wallet, Al Ahly Bank: Phone Cash, Government: Hokomty Digital Wallet, Alex Bank: Ma7faztyo Acted as a Member in the Organizational Committee.

Summary Of work: Provides Technical assistance to our clients via telephone, Emails or remotely depending on the issue type.Essential Duties and Responsibilities:o Test, Maintain, and monitor computer applications and systems.o Provide clients with assistance solving computer and system issues.o Deploy maintenance releases and upgrades for client systems.o Analyze the computer software or hardware required for implementation or trouble shooting of software system.o Confer with clients to determine their information processing or computer needs.o Consult with manager regarding system principles.o XML Mapping, Reports Customization.o Worked on mapping medical machines xml files and SRC file to map with our Software and worksheets reports.

Summary Of work: Enhance and create CRM tools and knowledge bases for both the Company and all of the outsourced projectsEssential Duties and Responsibilities:o Meet with clients, agents and managers to identify the exact need and requirements.o Designing and programming all projects and providing multiple IT Solutions (Work Force Applications, Knowledge Bases, Quality Application, Dash-Board Application and communicator).o Splunk system administration. o Create variety of tools as Search Engines, Crystal reports, SQL integration, Auto-Mailing services.o Acted as CCMS System Technology admin and worked in implementing the CCMS System in Teleperformance Egypt Site

Summary Of work: Provides Technical assistance and issues Handling for EMEA countries customers.Essential Duties and Responsibilities:o Managing large amounts of inbound and outbound calls in a timely manner.o Identifying customers’ needs, clarify information, research every issue and providing solutions and/or alternatives.o Maintains call center database by entering information.

Bachelor'S Degree, Business Information Technology, Very Good

• Major: Business Information Technology. • Specialization: Network Management. • Cumulative Grade: Very Good. • Graduation Project: Hotel.

Igcse

Activities and Societies: Graduated From IGCSE.

Igcse

Activities and Societies: Studied the First two years of IGCSE.

Education record

Activities and Societies: Studied from Kinder garden to the first year of the Secondary stage