Experience

• 

  Dream mobile

  May 2005 - Aug 2006

  Salesman

  Selling and buying mobile phones and accessories.Managing the store

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  Mapfre

  Jan 2013 - Oct 2013

  Call center agent

  *Answer customers via email and phone. Enter all the data on system during the call. follow up each case with all parties until it's done.*Handle customers complains.* To have very good geographical knowledge.* correspondence with insurance companies, Mapfre branches and service providers all around the world.* process travel insurance related claims and make the decision according to policy terms and conditions

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  Extensya

  Sept 2015 - Feb 2018

  monitor the attendance and the performance of the staff.control the traffic.provide instant sulotions for any problems effecting the work progress for example the service level.prepare reports on real-time related to the performance or the activity of the operations team.train new members of the RTM team.support the workforce team when needed.schedule meetings or training sessions requested and based on service level or work load.distribute the staff to the campaigns daily depending on workload and agents capacity. Show less

  • RTM Real time managment officer

    Nov 2016 - Feb 2018

  • Call Center Representative, Hertz account

    Sept 2015 - Nov 2016
• 

  Osn

  Jun 2018 - Nov 2019

  Customer service executive

  Answer customers inquiries.assist customers with renewing, reinstating or upgrading their packages.Assist customers with any technical issues they face and arrange technical visits when identifying the problem can't be solved remotely.assist customers with their complaints and make sure to own each case solve itfollowing up in all cases until customer is satisfied completely.achieve high KPIS target including FCR and CSAT

• 

  Lendo for financing llc

  Jan 2020 - Apr 2020

  Teller customer service

  _ Determine eligibility to company product by comparing client information to requirements._ Perform cash transactions, account it, storage and dispensing it, in accordance with the legislation requirements._ Prepare the necessary package for loans. Make loan disbursement, and other cash transactions relate to loan maintenance and repayments._ Apply all company security and accounting procedures._ Make sure every transaction is documented properly in accordance with company procedures._ Promote company products. Educate customers about the financial services._ Provide support to customers by providing full and accurate information and answer any inquiries._ Maintains and improves quality results by applying to the standards and the guidelines of the company._ Solving customer problems on the spot and escalating them to the concerned person if necessary. Show less

• 

  Csmena

  Sept 2021 - Mar 2024

  1. Handle the overall management of the team including hiring, training, scheduling, and setting of goals, prioritization of work, performance reviews, etc.2. Act as a key point of contact for client’s requests of resource planning, invoicing, and resolving operations performance-related gaps.3. Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance.4. Ensure that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities.5. Oversee internal and external reporting and manage the team to analyze historical trends by source, handle time, and root cause to identify operational opportunities, and proactively communicate this information to management while implementing appropriate action plans.6. Review and analyze weekly, monthly, quarterly, and yearly performance reports for both internal and external.7. Provide daily guidance to the team that will analyze traffic history by tracking and trending.8. Phone channel metrics, email, social media, and back-end support to ensure proper planning, accurate requirements, and workload identification.9. Work closely with other departments to operationally ensure alignment with internal procedures and requirements and improve efficiency.10. Conduct performance evaluations for team members and oversee all operations performance evaluations and feedback.11. Support the audit process and operational risk management for the goal of preventative corrections.to achieve the requested KPIs and achieve high performance at lowest possible cost. Show less

  • Workforce and data analysis manager

    Jan 2022 - Mar 2024

  • Data analysis and reporting specialist

    Sept 2021 - Jan 2022