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bassma shamaa, Call Center Quality Assurance Monitoring

bassma shamaa

Call Center Quality Assurance Monitoring

kahramaa

Lieu
Egypte
Éducation
Baccalauréat, Good
Expérience
7 years, 11 Mois

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Expériences professionnelles

Total des années d'expérience :7 years, 11 Mois

Call Center Quality Assurance Monitoring à kahramaa
  • Qatar - Doha
  • mai 2012 à novembre 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 à AL Jazzera Network
  • Qatar - Doha
  • juin 2010 à juillet 2010

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

senior à QatarAirways
  • Egypte - Le Caire
  • avril 2007 à mars 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 à Sahara Travel
  • Egypte - Le Caire
  • mars 2004 à avril 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

Éducation

Baccalauréat, Good
  • à Ain shams university ,faculty of arts,tour guidance English dep.
  • juillet 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

Langues

Arabe
Expert
Anglais
Expert

Formation et Diplômes

employee of the month (Certificat)
Date de la formation:
May 2013
Valide jusqu'à:
June 2013
essentials of interviewing and hiring behavioral interview techniques (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
April 2014
Durée:
1 heure
being an effective team leader (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
May 2014
Durée:
1 heure
business etiquette and protocol (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
June 2014
Durée:
12 heures
recruiting talent (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
March 2014
Durée:
1 heure
Merit certificate (Certificat)
Date de la formation:
August 2013
Valide jusqu'à:
January 9999
leadership essentials building your influence as a leader (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
May 2014
Durée:
1 heure
addressing and redistributing email (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
May 2014
Durée:
1 heure
leading teams building trst and commitment (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
May 2014
Durée:
1 heure
customer service fundamentals building rapport in customer relationships (Formation)
Institut de formation:
Qatar national e-learning portal
Date de la formation:
February 2014
Durée:
1 heure
Ticketing & reservation course initial,intermediate and advanced (Formation)
Institut de formation:
 Egypt Air Egypt
Date de la formation:
August 2006
ESP 1 , ESP2English for special purpose) (Telephoning and Customer caring) (Formation)
Institut de formation:
Expression Qatar
Date de la formation:
May 2013

Loisirs

  • 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.