Hi, I’m
Sarah Emam
Cairo
Summary
Detail-oriented professional with experience in data communications, data recovery and disaster recovery. Frequently praised as diligent by peers, I can be relied upon to help your company achieve its goals.
Overview
13
years of professional experience
1
Certification
Work History
Bizness Calls
Contact center operation Manager
08.2018 - 08.2022
Job overview
- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
Teleperformance
Outbound supervisor
12.2015 - 06.2016
Job overview
- Guide and assist team members in their assigned job responsibilities
- Supervise team members to meet quality and productivity standards
- Assign daily workload to team members and ensure to meet deadlines.
Xceed
Team Leader-du
01.2010 - 12.2015
Job overview
- Outbound team leader (March 2013 till Dec
- 2015)
- Hired, train and evaluated personnel
- Provided staff with assistance in performing difficult and complicated duties
- Attended company meetings to exchange product information and coordinate work activities with other departments
- Inbound team leader (January 2010 till March 2013)
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Made appropriate account corrections to resolve customer problems
- Xceed Inbound Agent (du project) Nov.2006 till Dec.2009
- Du pre booking campaign -first batch launch.
Education
Cairo University
Bachelor's degree from Political sciences
06.2005
University Overview
- Grade: Good
- Minor: Public Administration
Skills
- Customer Relationship Management (CRM)
- Contact Centers
- Process Improvement
- Change Management
- Service Delivery
- Team Building
- Team Leadership
- Customer Satisfaction
- Management
- Teamwork
Certification
- (Radio Program) 4programs with 4 seasons - Radio on Air, 10/01/21, 04/01/22
- Emotional intelligence Training (LDC) TE - Xceed, 2013
- Excellence Award 2014(Employee of the year) - Xceed, 2014
- Best Team Manager in fourth Quarter - Xceed, 2015
- Best Team leader in third Quarter - Xceed, 2015
- Middle Management training - (AB associate), 2012
- Creative Problem solving & Decision Making - (AB associate), 2012
- Effective Management & Coaching skills - (AB associate), 2012
- MCIT (ministry of communication & information technology scholarship) - Ministry of Communication and Information Technology of the Republic of egypt, 2006
Timeline
Contact center operation Manager
Bizness Calls
08.2018 - 08.2022
Outbound supervisor
Teleperformance
12.2015 - 06.2016
Team Leader-du
Xceed
01.2010 - 12.2015
Cairo University
Bachelor's degree from Political sciences
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