Mohamed Nassef

Experience

• 

  Self -Employed

  Jan 2000 - Jan 2007

  Graphic Designer

  Free lancing graphic designer and web developer

• 

  Travco Corporation Ltd.

  Jul 2006 - Jun 2008

  Tour Guide

  Free lancing tour guide for english and Japanese guests

• 

  Xceed

  Dec 2009 - Sept 2015

  Working as a Back office Team leader the below functions- Managing a team of 20-25 Team member - Driving KPI and performance - Coaching and action plans- Following up on team’s needs and providing the needed feedback- Monitoring Transactions - Client communications and customer’s Satisfaction- Creating KPI and meeting the account’s Requirements- Training and developments - Real-Time management - Creating a team work family to work together in harmony Working as a technical trainer includes the below functions• Coaching and delivering information• Delivering technical training for deferent LOBs • Action plans to maintain a good learning curve • Driving team’s performance • Increasing the awareness for the trainees about the trouble shooting skills• Call center soft-skills Working as Non-Billing Back office analyst includes the below functions• Receiving customer’s complaints / requests and handle them in priorities• Trouble shooting and problem solving skills• Solving technical issues • Generating reports for customer’s journey and reports related to customer’s experience• Mobile Technical support for Enterprise customers Delighting customers and delivering the best customer's experience Receiving calls and handling customer's problemsMaintain customer satisfaction (C-sat)Achieving the best Quality of handling and problem solving Probing skills and soft skills in handling Following up with customer to achieve their needs

  • Team Leader - Enterprise Billing BackOffice

    May 2013 - Sept 2015

  • Technical Trainer

    Mar 2011 - May 2013

  • Back Office Assistant

    Oct 2010 - May 2013

  • Customer Service Representative

    Dec 2009 - Oct 2010
• 

  Sutherland

  Oct 2015 - now

  Heading the Enterprise (corporate) section in 3 sites (Egypt , India & UAE)Managing different Lines of business including inbound customer service , tire 2 of support , degital services , legal services and service management.looking after performance Management , hiring , cost Management and transition of new programsmanaging teams of approx 200 employees

  • Business Director

    Jun 2022 - now

  • Senior Manager

    Sept 2020 - Jun 2022

  • Global Service Delivery Manager

    Oct 2016 - Sept 2020

  • Sr. Team Manager

    Oct 2015 - Sept 2016