Samaa Abdallah Email & Phone Number

Monitoring data and voices transactions on System .Enhancing the fundraising team's quality performance according a monthly action plan .Managing Ramadan and SAK campaigns through analyze the yearly data .Reporting all operational and quality daily performance .Developing the performance according the donor's survey reports . targeting a sample of donors who donate or not interested to make sure of the quality of donation channels, fundraiser , donation feedback, and service's quality of our stores.Forecast the targets and monitor the KPI for all fundraising team .

Mokattam

• Managing the outsourcing partners ( ECCO – Wasla ) performance and achieving the targets . using all reporting , and handling invoicing and action plans required . • Managing all payment machine's performance with bank transaction and B2B process .• Reviewing and set the corrective action for donor relation management team to achieve the MTD and YTD targets .• CRM coordinating and Performance analyzing for all teams. • Following up the donations status till it comes to be collected .• Coordinate with all sectors for the new updates and present it

Abbasia

Abassia

Account Team Leader for national accounts. (ITIDA & SECC-Part of Ministry Communications & Information Technology – Mantrac Egypt inbound – Mantrac survey)Job description: • Monitoring and following up the performance of the managed accounts to achieve the targets required by the clients.• Create seniors objective & duty.• Make all required calculations for COPC Metrics to make sure all projects are compliance with COPC Standards.• Monitoring and planning for the revenue and cost per call.• Creating invoices and seats plan on monthly basis.• Daily, Weekly, Monthly and Yearly reporting as per the project & COPC benchmarks.• Managing the quality performance of all account according the client needs.• Managing all the outbound campaigns, such as confirming the profile leads, advertising the products, invite clients for new events. And sending a daily and accumulative report with analysis for each campaign. • Managing, reporting and sending all SMS campaigns.• Communicating with each client aiming to achieve those requirements, needs and satisfaction.• Create a weekly and monthly analysis for CRM and customers requirement, achieving the mission target for ECCO outsourcing company of sending the best plan we could prepare to our clients.

Ecco Outsourcing - Vodafone

Operation Team Leader for CVM (Outbound queue).Job description: • Educating the junior & senior level how to accomplish & achieve their targets. By managing the performance of 15 sales representatives and two seniors’ agents.• Managing and creating the service request reports according client request.• Managing the paper and documents work, due to transfer process according Vodafone and NTRA standard.• Trained the new batches on sales skills , phone technique , voice usage , product knowledge and soft skill • Daily, Weekly, Monthly reporting. Operation Team Leader for Vodafone account (Inbound queue)Job description: • Leading the operational and quality performance for 50 agents from the new comers.• Managing service level on interval, daily and monthly basis. And sending an operational reports requested by ECCO and Vodafone client.• Managing operation daily performance for 1000 agents on average. As a floor supervisor task.• Support training for new comers and COPC coordinator. • COPC Auditing support on operation level.