Ahmed Yehia
Trainer
Elsayda Zainab, Cairo
Summary
Adept at enhancing call center operations, I leveraged my expertise in call center software and empathy to elevate customer service at Banque Misr. By developing impactful training materials and streamlining processes, I achieved notable trainee retention and customer satisfaction improvements. My proficiency in MS Office and deep understanding of banking systems further supported my success in training and quality assurance roles.
Overview
3
3
years of professional experience
1
1
Certification
2
2
Languages
Work History
Call Center Trainer Specialist
Banque Misr
12.2023 - Current
- Achieved higher trainee retention rates through continuous feedback and coaching sessions.
- Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
- Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
Call Center Quality Assurance
Banque Misr
10.2022 - 12.2022
- Evaluate Call Center Agents Calls and audit social media channels
- Prepare Reports Regarding Audit Using excel.
Call Center Advisor
Raya Contact Center, RCC
11.2021 - 09.2022
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Utilized various software tools to efficiently track customer interactions and maintain detailed records of each call.
- Supported the implementation of new technology platforms aimed at enhancing overall call center operations and productivity levels.
Education
Faculty of Commerce - Bachelor's Degree in Accounting
Ain Shams University
04.2001 -
Skills
Call center customer service
Empathy and patience
Call center software proficiency
Public speakingTraining planningOnline instructionDeep understanding of Banking systems like:Power Card "Credit Card"Oasis "Debit,Prepaid and Payroll"SiebelSiebel ReportsInfo viewApple pay PortalFinacle "Mobile Banking"Vasco"Soft Token"DWP, TMS "Digital Wallet"I-Listen "Admin Access"I-QueueAdvanced level at MS Office Package hereunder some projects for example:Excel (KPIs Sheet to Analyze and grade our Quality Assurance members)Access (Create database to collect agents data and present BM Branches & ATMs Data)Power Point (Create Presentations for systems to facilitate using it)
Certification
Soft Skills TOT
Timeline
Soft Skills TOT
01-2024
Call Center Trainer Specialist
Banque Misr
12.2023 - Current
Call Center Quality Assurance
Banque Misr
10.2022 - 12.2022
Call Center Advisor
Raya Contact Center, RCC
11.2021 - 09.2022
Faculty of Commerce - Bachelor's Degree in Accounting
Ain Shams University
04.2001 -