Bayt.com
bassma shamaa, Call Center Quality Assurance Monitoring

bassma shamaa

Call Center Quality Assurance Monitoring

kahramaa

Location
Egypt
Education
Bachelor's degree, Good
Experience
7 years, 11 Months

Share My Profile

Block User


Work Experience

Total years of experience :7 years, 11 Months

Call Center Quality Assurance Monitoring at kahramaa
  • Qatar - Doha
  • May 2012 to November 2014

To make sure call center employees are in compliance with the rules and Regulations of the organization.
*Responsible for making sure employees provide excellent customer service When they are speaking to the customers.
* Make sure of call center employees give accurate information in a courteous And professional manner.
* Sometimes required to cross sell company services and we have to make sure this service is being done.
* Provide coaching, feedback and assistance to call center make sure they understand new policies and procedures for quality.
*Prepare and analyze quality reports and managing the staff reviews.
representatives to make sure they understand new policies and procedures for quality.
*Prepare and analyze quality reports and managing the staff reviews.

Join 14May12 Till Now days.

Travel coordinator Temporary for one month at AL Jazzera Network
  • Qatar - Doha
  • June 2010 to July 2010

*Doing all kinds of booking via phones during the African cup.
*Handling all Re-issue and changing reservation tickets .

senior at QatarAirways
  • Egypt - Cairo
  • April 2007 to March 2010

- Ticketing & Reservation agent at Qatar airways.
Managing the daily running of the call center.
*Communicate with customers by phone, E-mail, fax or face to face.
*Receives and resolves customer issues.
*Follow up on customer inquires not immediately solved.
*Doing all kinds of booking via phones for agents, staff and customers.
*Assist staff and customers to solve difficult issues pertaining to reservation and ticketing.
*Coordinate with travel agencies for any requirements they need, confirming waitlist seat and pricing.
*Helping PFC in checking flights.
* Handling all the groups’ reservations CAI, LXR and ALY.
* Review the daily Telexes and correspondences to attend to
Outstations requests.
* Make daily, weekly and monthly sales report.
Department working in:
**Call center agent.
** Helpdesk.
** Assisting PFC (pre-flight check)
**Assisting sales support
** Groups.
** FFP (frequent flyer program)
** Counter.
** Airport office.
Join 22JUL07 till 01MAR10.
.

junior at Sahara Travel
  • Egypt - Cairo
  • March 2004 to April 2006

fielding telephone calls from the travel agency and clients. booking tours, lodging and reservations for all activities.
Make customers aware of the various promotions that we offer to him.

Join from 20MAR2004 till 05APR2006

Education

Bachelor's degree, Good
  • at Ain shams university ,faculty of arts,tour guidance English dep.
  • July 2006

Specialties & Skills

Public Relations
+Endorse 0
Call Center
+Endorse 0
Ticketing
+Endorse 0
Customer Service
+Endorse 0
Administration
+Endorse 0
Computer Skills
+Endorse 0

Languages

Arabic
Expert
English
Expert

Training and Certifications

employee of the month (Certificate)
Date Attended:
May 2013
Valid Until:
June 2013
essentials of interviewing and hiring behavioral interview techniques (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
April 2014
Duration:
1 hour
being an effective team leader (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
May 2014
Duration:
1 hour
business etiquette and protocol (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
June 2014
Duration:
12 hours
recruiting talent (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
March 2014
Duration:
1 hour
Merit certificate (Certificate)
Date Attended:
August 2013
Valid Until:
January 9999
leadership essentials building your influence as a leader (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
May 2014
Duration:
1 hour
addressing and redistributing email (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
May 2014
Duration:
1 hour
leading teams building trst and commitment (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
May 2014
Duration:
1 hour
customer service fundamentals building rapport in customer relationships (Training)
Training Institute:
Qatar national e-learning portal
Date Attended:
February 2014
Duration:
1 hour
Ticketing & reservation course initial,intermediate and advanced (Training)
Training Institute:
 Egypt Air Egypt
Date Attended:
August 2006
ESP 1 , ESP2English for special purpose) (Telephoning and Customer caring) (Training)
Training Institute:
Expression Qatar
Date Attended:
May 2013

Hobbies

  • swimming ,judo,reading ,jogging and watching action and cartoon movie
    -Republic Championship in swimming, judo (won many gold and a silver medals ) . -I got the title of the ideal student when i was in the college. -i got The Empolyee of the month certificate in kahramaa. -i got Outstanding performance certificate in kahramaa.