Radwa Fathy Email & Phone Number

Egypt

6th Of October, Al Jizah, Egypt

Cairo, Egypt

• Handling 2 Accounts 1- User Acceptance Testing.2- eWallet Operations ( Inbound, Outbound, Social Media, Email and Chat).Supervises and directs the Operations of Team Leaders:
• Sets the weights for Team Leaders and Advisors monthly objectives and calculates the monthly variable for incumbent’ Team Leaders.
• Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors
• Communicates with Call Center clients… Show more Handling 2 Accounts 1- User Acceptance Testing.2- eWallet Operations ( Inbound, Outbound, Social Media, Email and Chat).Supervises and directs the Operations of Team.
• Communicates with Call Center clients concerning the business / operational results.
• Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark and documents case.

Giza, Al Jizah, Egypt

- Operates as the point of contact for assigned customers- Makes sure clients receive requested services in a timely fashion- Establish, develop & maintain positive business relationships with customers- Generate sales among assigned customers, including up-selling and cross-selling- Identifies opportunities to grow business by cold calling, setup online.

Maadi Park

• Supervises and directs the Operations of Team Leaders
• Sets the weights for Team Leaders and Advisors monthly objectives and calculates the monthly variable for incumbent’ Team Leaders
• Appraises the Team Leaders on annual basis
• Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors
• Communicates with Call Center clients concerning the business / operational results
• Translate the yearly clients feedback to actions… Show more

Maadi Park

• Supervises/manages the daily 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 first line of escalation
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations.

Maadi

Home Services - Etisalat UAE

Supporting Three Different Projects, Solving customer’s problems.Projects Names: Safa for Umrah Agencies, Enjaz for Authorized Companies by Saudi Embassies Automation and Saudi airlines reservation website.

Free Zone, Naser City

• Summer Trainee 2010 In “ITS-GBS”
• Date: 4-July 2010 to 31- August2010.
• Working on phoenix project using Centura programming language ”SQL Windows Applications”.
• We didn’t have access to the real software so we work externally on small applications, also we took sessions on the work flow in this project from developing,debugging, testing and delivering.finally, How the project.

English Language And Literature, General, A-

B+, Major Computer Science , Minor Information Technology

Activities and Societies: 1- SCCI09 participant “Student Conference on Communication and Information ” 2- Organizer in “C++” Courses at IS.