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Kareem Hamza

Kareem Hamza

Followers of Kareem Hamza2000 followers
location of Kareem HamzaCairo, Egypt

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  • Timeline

  • About me

    Operations Manager at Teleperformance

  • Education

    • Alexandria University

      2011 - 2015
      Bachelor's degree Accounting

  • Experience

    • Teleperformance

      Aug 2015 - now

      Managed operations LOBs of +100 employees, Supporting multichannel services in telecom sector in offshore and nearshore markets Leading CSRs through challenges towards targeted goal with highest standards in QA, Customer experience and efficiency metrics. Delivered +2500 training hours along with measuring & controlling training effectiveness 30 days post training. Helped in creating training material and developing content. 3 months of inbound calls with great scores in customer experience and efficiency metrics. And 9 Months of handling escalations from L1 to CxO level.

      • Operations Manager

        May 2024 - now

      • Contact Center Manager

        Mar 2021 - May 2024

      • Assistant Call Center Manager

        Apr 2019 - Mar 2021

      • Operations Supervisor

        Oct 2018 - Mar 2019

      • Product Trainer

        Oct 2016 - Sept 2018

      • Customer Service Representative

        Aug 2015 - Sept 2016

  • Licenses & Certifications

    • Certified Customer Experience Performance Leader

      COPC Inc.
      Dec 2024

    • Lean Six Sigma Green Belt Certification

      German-Arab Chamber of Industry and Commerce (AHK Egypt)
      Oct 2024

    • Lean Six Sigma Yellow Belt Certification

      COPC Inc.
      Mar 2020