1. CV
Ahmed Mahmoud Mohamed
Ghoneim
Call Center Supervisior
Contact Information »
Address: 51 Ebn rahmoun st – Elhadra
kebly – Alexandria
Mobile
Phone:
+2001226735166
E-Mail: ahmedghoneim318@gmail.com
Personal Information
Nationality: Egypt
Resident of: Egypt - Cairo
Birth date: 02 Feb, 1987
Gender: Male
Marital Status: Married
Number of Dependants: Exempt

2. Career Objective
Customer Service & Call Center
Interest and focus has been around Customer service & Team leading & Seeking a
job in that meets my expectations and benefit from my skills and my professional
experience it to a higher level and take me step forward in my career
Work Experience
Andalusia Group For medical October 2011 - Present
Alexandria - Egypt
Call Center Supervisior
• Following up and monitoring the tasks of field Call Center
• Handling all issues related to call center Problems
• Develops call center systems by developing customer interaction and
voice response systems
• Designing user interfaces; developing and executing user acceptance test
plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system
performance; identifying and resolving problems;
• preparing and completing action plans
• Completing system audits and analyses; managing system and process
improvement and quality assurance programs.
• Meets call center financial objectives by estimating requirements; preparing
an annual budget; scheduling expenditures;
• Analyzing variances; initiating corrective actionsHandling the walking
customer problem and technical calls.
• Escalating customer's problems quickly & efficiency

3. Job Description
• Solve customer complaints and answer customer's questions regarding
policies and procedures.
• Supervise the work of office, administrative, or customer service employees to
ensure adherence to quality standards, deadlines, and proper procedures,
correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems
and in resolving escalated complaints or disputes.
• Implement corporate and departmental policies, procedures, and service
standards in conjunction with management.
• Discuss job performance problems with employees to identify causes and
issues and to work on resolving problems.
• Train and instruct employees in job duties and company policies or arrange
for training to be provided.
• Evaluate employee's job performance and conformance to regulations and
recommend appropriate personnel action.
• Review records and reports pertaining to activities such as production,
payroll, and shipping to verify details, monitor work activities, and evaluate.
•Performance Supervises the activities of subordinate staff. Provides direction
and guidance in work assignments. Provides timely coaching and feedback to
staff. Ensures work assignments are completed accurately, efficiently and
timely. Ensures individual and team benchmarks are achieved.
• Responsible for hiring, coaching, conducting performance appraisals and
discipline of subordinate staff.
• Provides guidance and leadership for staff to ensure employees are
achieving customer satisfaction through effective communication,
problem solving, professional phone etiquette and efficient processes.
• Resolves patient/customer complaints by identifying problems and
coordinating appropriate corrective action.
• Performs quality control checks on subordinate staff. Identifies errors
and inconsistencies to established procedures and ensures appropriate
corrective action is taken.
• Troubleshoots problems regarding orders.
• May also act as back-up to subordinate staff.
• Complies with and adheres to all regulatory compliance areas, policies

4. and procedures and ""best practices"".
Technical Duties
• To Keep our back office’ management better informed and focused on
strategy.
• To manage necessary corrective action and improvement plans.
• To expedite the resolution of customer problems and complains.
• To manage the established key performance indicators (KPIs)to track
progress towards accomplishing retail and customer site technical support.
• To generate and provide necessary support to reporting process.
• To follow up all pending issues.
• To handling all related HR requests for department members.
• To monitor the quality and executions for the set work flow.
• To perform any other duties requested by the direct manager.
• To manage employee performance within the department.
Alexandria Business Association July 2009 - August 2011
Loan Tracker
• Evaluate credit worthiness by processing loan applications and
documentation within specified limits
• Maintain and update account records
• Approve loans within specified limits, and refer loan applications outside
those limits to management for approval
Skills Level Years
practiced
Last used
• computer software ,
hardware ,internet ,
Expert More than 8 years 1 month or less
• Excellent In all methods On
Computer.
Expert More than 8 years 1 month or less
• Good command In English
Language
Expert More than 10
years
1 month or less

5. Personal Skills
 Escalating customer's problems quickly & efficiency.
 Solving the customers problems quickly & efficiency
 Improving the technical background
 Responsive to deadlines
 Working under pressure
 Works effectively and efficiently under or without general supervision
 Recommends and/or implements improvements to methods, procedures,& services
 Distinguishes between essential and non-essential duties.
 Demonstrates high quality standards in all work
 Cooperative and helpful in interactions with co-workers
 Works cooperatively to accomplish tasks
 Willing to accept and follow directions
Education
High Institute Of Social Work, Alexandria. June-2009
Target Job
Job Type: Employee
Job Status: Full Time

6. Personal Skills
 Escalating customer's problems quickly & efficiency.
 Solving the customers problems quickly & efficiency
 Improving the technical background
 Responsive to deadlines
 Working under pressure
 Works effectively and efficiently under or without general supervision
 Recommends and/or implements improvements to methods, procedures,& services
 Distinguishes between essential and non-essential duties.
 Demonstrates high quality standards in all work
 Cooperative and helpful in interactions with co-workers
 Works cooperatively to accomplish tasks
 Willing to accept and follow directions
Education
High Institute Of Social Work, Alexandria. June-2009
Target Job
Job Type: Employee
Job Status: Full Time