Eltarek Abdelsayed

Lead number of global technical projects in various fields. Report and balance the project budget. Coordinating time-bounded tasks and controlling the project budget. Give technical support and advice to assigned clients. Oversee and manage project documentation while coordinating documentation revisions. Prepare standard weekly project reports to monitor progress. Schedule meetings and communication plans regarding each project. Plan and coordinate project schedules, goals and milestones.

Manage, supervise, assist and evaluate 150+ customer service agent both voice and non-voice operations. Conduct and document weekly staff meetings and compliance training concerns grooming standard. Motivate, promote and direct staff to meet goals and encourage staffs through positive communication and feedback. Develop individual & team goals and implement plan to carry out objectives. Create a detailed plan of the way in which you plan to impact your team's day-by-day performance.

Oversee all aspects of quality assurance including contact monitoring, evaluation and calibration scoring. Provide coaching, training and development to contact center agents along with Team Leader. Educate agents, supervisors and managers on Quality Assurance process. Analyze quality and performance trends to provide recommendations for improvement. Responsible for scheduling, facilitation and documentation of regular continuous improvement meetings.

• Contacting existing customers via telephone and email on a daily basis • Consulting with clients to provide the best solution for their business goal • Building customer relationships and managing accounts while increasing program revenue • Developing accounts and growing strategic relationships • Using existing client data to provide custom recommendations tailored to client goals • Processing orders set by the customer regularly

Identify training and development needs within an organization through job analysis, appraisal schemes and regular consultation with managers Design and expand training and development programs based on the needs of the organization Develop and Produce training materials for in-house courses. Amend and revise programs as necessary, in order to adapt to changes occurring in the work environment. Help managers and trainers solve specific training problems

Analyzes the performance of the supervisors and team to maximize business performance. Reviews financial data on Gross Margin/Operational Margin for team and takes action as required. Hold Educational Learning Plans with Supervisors according Work with other functional areas to ensure effective Work Force Planning is in place on the program. Follows-up with supervisors after a prescribed period of time to identify if performance has improved.

Lead, manage, develop, train and review performance of staff, as required. Ensure all employee issues and concerns are addressed in a timely manner Measure, monitor and maintain customer service and satisfaction. Exercise retention efforts when appropriate. Identify the different individual team members needs for both direction and support. Foster a positive team spirit. Lead any presentations to management.

Deal directly with customers either by telephone or email. Respond promptly to customer inquiries. Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle product and service inquiries. Organize workflow to meet customer time frames.