Yasmine Ahmed Abd Elsalam

16Hassona St. – Elmataria, Cairo, Egypt

Tel: +20100 6330896

Email:

Education

Qualification:Bachelorofliterature, Hebrew department.

Final Year Grade:Fair

Overall Grade:Fair

Institute:Faculty of Arts, Ain shams University, Cairo, Egypt

Date Obtained:2011

Professional Experience

  • Assistant contact center manager, Teleperformance Egypt.
/ October 2012–Present

Specialties

  • Managing a team of supervisors contains 5-7 supervisors.
  • Assists managing day-to-day operations of the Call Center.
  • Participates in meetings on a monthly, quarterly basis, or as scheduled.
  • Assists maintaining project’s KPIs to reach client satisfaction.
  • Assist in scheduling & real time management to ensure business continuance.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Organising staffing, including shift patterns and the number of staff required to meet demand.
  • Motivating and retaining staff and coordinating bonus, reward and incentive schemes.
  • Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
  • Improving performance by raising efficiency and sourcing new equipment to enable this.
  • Providing reports on various aspects of call-center performance to other members of the management team.
  • Creating the needed reports on monthly basis.

Previous experience

Contact center supervisor – Teleperformance Egypt (Dec 2010 –Oct 2012)
Contact center senior agent– escalation line- tier 2– Teleperformance Egypt ( May 2010 – Nov 2010)
Customer service agent– Teleperformance Egypt
Customer service Mentor – team leader–Stream global services
Customer service agent – steam global services

Training courses and certifications

  • Teleperformance operations & standards certified.

  • Time management work shop

  • GDS system training for airline ticketing & reservations.

  • Communication & handling skills courses. TP & Stream.
  • Coaching & how to motivate courses.
  • Profit & loss management course.
  • Success with your team 1 & 2 workshops.
  • Customer satisfaction course
  • Analytical thinking session.
  • Appreciation certificate for Voyager Flights success project.
  • TP Professionalism pin for team achievements.

Computer Skills

Microsoft Outlook
Microsoft Word
Microsoft Excel
Microsoft PowerPoint / Adobe Photoshop
Basic user of Adobe Flash

Language Skills

Arabic:Native

English:Excellent

Personal Data

Date of Birth:7th of March , 1985

Marital Status:single

Driving Licence:Yes

Car: Yes

Additional Skills, Activities, & Hobbies

Key Skills

Eager to learn
Leadership skills
Self-Learner
Presentation skills
Communication skills
Work under Pressure
Hard worker
Precise and Dynamic / Reading (Project Management, Personal Skills)Electronics)
Traveling.
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References

Latest update– July 2014|Allreferences furnished upon request

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