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- 1. Ahmed Hassan Taha Ali 118 El Fardous City For police officers, 6 October, Giza, Egypt Cell phone: +2 012-23559252 &010-62106006 E-mail: Ahmedshassan_sal@hotmail.com & Ahmed.Taha@wasla.com Career Objective Seeking a challenging position in the field of Quality Control or Operation field in multinational companies and also establish the largest training center in the Middle East for workers in the field of Quality Control & Quality Assurance and the contribution of this center to train the marginalized groups in society and raise their efficiency to be integrated in the areas of modern business. Work Experience Wasla Outsourcing. May 12- Present. Quality Control Supervisor Managing Quality Control Team Two specialists and eight executives Measure the continuous improvement of end-user/client satisfaction, and develop the quality of service, by following COPC standards (COPC abbreviation for Customer Operation Performance Center). Develop Transaction Monitoring Approach in accordance to international standards of COPC and also calculate the numbers of monthly and quarterly calls must be cover by the observer teams. Attending the ISO/COPC external and internal audit after that implement the corrective action to cover any weakness points. Attend external kick of meeting for new projects to know and implement clients requirement. Deliver the calibration sessions for quality standards to Team Leaders, supervisors and managers to align quality monitoring criteria and techniques. Creating a Quality Reference Guide to be used as a supporting guide and facilitating manual including scope of calls, call flows in addition to tips and tricks for delivery of World Class Customer Experience Analyze quarterly the findings which came from the end-user satisfaction surveys with the end- user accuracy report Analyze monthly the programs quality results and determine and following the corrective action. Capture and reports customers comments towards continual product and services development Contribute to quality workshops to new hires & existing employees Determine the minimum requirements and skills to hire newcomers agent in Quality Dep. and responsible to conduct the 2nd interview for the newcomers. Develop and implement management procedures and systems for QC team Modify training programs as necessary, in order to adapt to changes occurring in work environment. Prepare evaluation, assessment and quizzes for all key customer related jobs Prepare annually verification for all KCR jobs. Set internal rules between Quality Control Dep. and Operation Dep. Set performance and job objectives and preparing the KPis & Career path and monthly evaluation for the all members. Prepare Team Priority List and support them to achieve it.
- 2. Regular monthly meetings with the quality team to discuss ever ides or recommendation to develop the work and conduct one to one meeting. Communicate & Working relationships between our Dep and Internal (Operations, Workforce, Training, HRD, Admin, Facility and Helpdesk) and also External (Clients). Dec 10- April 12 Quality Control Specialist Assist in managing team one Senior and six executives whom responsible for Vodafone Outbound campaign , El-Mokhtabr and NOBELTALK Offshore and Olympic Group and the rest of projects. Support with the executive to review the CRM & PK training material to make sure all points is clear and send any concerns to operation side to update. Monitoring a random calls for Operation and Quality teams Preparing new score sheet for any project Utilize standard reports in order to monitor operations and analyze results. Filter the results to proper channels as well as generate mutually workable solutions. Propose new tools and/or enhancements to existing processes for the most efficient operations of the Teams/Departments and Company as a whole. Assist Customer Service agents in resolving customer related issues which are beyond agents control. Assist in preparing & implementing ISO 9001 requirement Assist in review and enhance quality standards Giving Quality training to new-comers for any project Training all operation Dep. on quality standards. Assisting operation Dep. in organize the knowledge bases. Set internal rules between Quality Control Dep. and Operation Dep. Attend internal kick of meeting Communicate & Working relationships between our Dep and Internal (Operations, Workforce, and Training & Helpdesk) and also External (Clients). Feb- Dec 10 Senior Quality Control Executive Responsible for monitor Vodafone Outbound campaign ,El-Mokhtabr and NOBELTALK Offshore. Coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality. Support in preparing Quality Control monthly reports. Send QC evaluation monthly report to operation department. Assistant to giving Quality training to new-comers for any project. Assistant in End user satisfaction survey & sending the result for responsible. Responsible for client satisfaction survey by meeting with our Clients and send analysis report to Project Manager every quarter Responsible of sending priority list to my team. Responsible to send the Database accuracy for any projects to the operations. Responsible to give training system and how to use CRM for the new comers. Generate the whole reports about CRM. Preparing monthly analyses on Database mistakes and the comparison between teams for all Projects. Managing four executives employs which responsible for evaluate all Wasla projects.
- 3. Apr 09- Jun 10 Quality Control Executive Responsible for monitor (B-Tech, Tank, Ring, Daihatsu and Olympic Group) projects. Coaching for agents during Side by Side monitoring. Evaluate all agents by quality score sheet & send it on daily basis for their Team Leaders. Preparing & scoring the monthly quizzes for all projects & all the agents. Preparing one to one form for all projects. Responsible of one to one meeting for all projects. Assist in client satisfaction survey by meeting with our Clients Assisting in Database reviewing & correcting mistakes by using Oracle Discoverer Desktop. Organizing with the customer service representative as one to one meeting for discusses their discrepancy on CRM. Coaching on the floor. Preparing the scripts for all projects Jan 09- Mar 09 Junior Quality Control Executive Monitor calls per day to B-Tech, Tank and filling in the score sheets. Preparing weekly and monthly analyses report. Assist in preparing quizzes for B-Tech, Tank projects. Give recommendations for policies systems and process improvements based on our findings. 2nd of May 08 - 31st of Dec 08 Senior Customer Service Representative for B.TECH 19966 Job Description: Leading shifts and coaching agents. Handling all problems which be affect negative on the agents performance such as hard calls and environment or PC issue or etc. Making weekly schedule for B-Tech team. Receiving price lists which sent from B-Tech coordinator to update it and also any new information on Knowledge Base. Giving training for new comers agents. Making all reports daily or monthly for agents and project performance by using Mitel Contact Center Management. Making all reports daily or monthly for agents and project achievement by using Oracle Discoverer Desktop. Making B-Tech daily reports & send it to client.
- 4. 1st of Sep 07- 1st of May 08 Senior Customer Service Representative for:- Maisr El Kair inbound 16140 _ Egyptian food bank In&Out Bound 16060 _ Olympic Group outbound 19999 and Premiere securities inbound 16911 Job Description: Handling hard calls. Giving training for new comers. Making weekly schedule for this project. Making daily reports for this project& send it to client Surveying customer satisfaction rate. Handle complaints, even when handling unpleasant customers. Be proactive with customer queries in terms of follow up and escalation Escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution. 07 of Aug st31 -07Jan of st1 Customer Service Representative B.TECH 19966 & Maisr Elkair inbound 16140 _ Egyptian food bank outbound 16060 _ Olympic Group outbound 19999 and Premiere securities inbound 16911. Handling customer calls Enter customer details and other information in an accurate and efficient manner to the relevant systems Receive work orders and enter them on the system Receive inquiries, answer them and log them on the system Provide support to customers over the phone Troubleshooting customer's problems Handle complaints, even when handling unpleasant customers Build a long-term relationship with the customer Be proactive with customer queries in terms of follow up and escalation Escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution Other Experience: Sales In&Out door at Al Naser for Contracting Commerce Co. From 1/1/2005 to 1/1/2006 Sales Indoor at Middle East Marketing &Consultants Co. From 1/6/2006 to 31/12/2006 Training: Certificates Discover your style and Situational of leadership at GULF INNOVATION for Training &Consulting April-.2013 Training of Trainer TOT at Wasla Outsourcing May-2013 Computer systems at Armed Forces August- 2012 Leadership Skills at Helwan University June-2008 Total Certificate Trainings hours 120 H Attends English and Microsoft Office at Helwan University 1-2005 How to deal with CST at Middle East Marketing &Consultants company 11-2006 CS & Quality trainings at Wasla Outsourcing 1-2007
- 5. Soft skills training ( Success Way ) at Wasla Outsourcing 5-2009 Six Sigma training at Wasla Outsourcing 6-2010 Coaching, Telesales, Emotional Intelligence, Art of Feedback, Problem Solving, Communication and Negotiation Skills at Wasla Outsourcing 2011 Corrective Action at Wasla Outsourcing 6-2013 Total attended Trainings hours 250 H Skills Professional Achievements: Implementation of COPC approach. Preparation of ISO and COPC requirements & Attending the internal and external ISO, COPC auditing. Achieved three external ISO audit and also ten external and internal COPC audit. Responsible for giving training about Creative Thinking to all of Wasla employees. Reduce the cost of using paper 75% in QC Dep. by create new Excel sheet and implement it Assist in development measurement tools in Vodafone outbound campaign quality report. Trained more than 400 employees about Quality standers and Soft skills. Improve and develop more than 200 employees in quality performance. Language Skills Excellent command of Arabic, mother language. Good command of English, both spoken and written. Computer Skills Excellent command of all Windows and Microsoft Office applications: Word, excel, Power Point and outlook. Excellent using for Internet & Windows tools. Excellent using all call centers applications MITEl CISCO-Aheeva- elestix - Oracle Discoverer and I- Listen Good typing speed of both Arabic and English. Human Development skills: High communication & presentation skills Creative thinking Time Management Cooperate effectively with colleagues/clients of different cultural backgrounds Client-friendly attitude Team work spirit Planning & Leadership Personal Data Date of Birth: 16th of Sept 1986. Marital Status : Married. Nationality: Egyptian. Military Service : Ended Education: University B.Sc Social Work Dep. Helwan University
- 6. Graduation Date: 2010 Hobbies Visiting ancient temples and traveling. Reading. Running & Riding horses &Bodybuilding. Available upon request