Fouad Douhan

Orange Egypt ------------------------------- Supervisor, Technical Complaint handling. • Handling major incidents & operations to aim continuous services availability and stability. Cascade the Functional KPIs to teams under supervision and through focusing on maximizing customer’s satisfaction to maintain high productivity level and develop employee’s skills. • Follow up on the Coordination with concerned departments to ensure timely customers complaint resolution, other departments such as: Commercial & Technology, Telecom Egypt MGT & Ground Teams. • Report departmental reports, dash boards, performance, individual figures, Expenses amounts and Compensation reports to MGT. • Responsible for the attack team to achieve Sales Target. • Ensure the compliance of the operational objectives with the departmental objectives. • Ensure accurate implementation of duties and tasks according to the company policies and procedures. Team Leader, Call Center - DSL, Customer Care 10+ years expert customer service within internet services provider. 9+ years professionally training customer service representatives in telephone and writing skills, financial, DSL technical support, as well as problem resolution techniques. 8+ years as a motivated team leader and motivating coach. 6+ years training the new agents on the customer service work flow, devise the training program for the team as needed, as well as all the new services. 7+ years experience in managing restaurants and handling all tasks, starting from selecting, hiring, monitoring all the incoming and outgoing goods, along with the needed financial reports. Specialties:Leader and manager of people to support the business vision, values, and strategy to achieve best-in-class service throughout the organization; extensive customer service and technical experience in the internet and call center industry. Interpersonal Skills ---------------------------- Providing direction and leadership to others Planning Meeting goals and objectives Managing activities/tasks Working with people Understanding behavioral styles Listening & Effectively Communicating Giving Praise Handling Criticism Using Problem Solving and Persuasion Instead of Criticism Instructing Interviewing Problem Solving Relationship Management Responsibility Teamwork Tolerance ------------------------------------------------------------------------ Rate Me :) http://erated.me/p/fouad-douhan