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I consider myself a dynamic, committed,
flexible and disciplined hard worker with good experience in Administrative,
monitoring, management fields, and Office Management and Administrative
support with Excellent Knowledge of Computer and Internet. I also believe
that I am capable of working on my own initiative as well as being part
of a team with strong adherence and appreciation to processes and procedures.
I am dedicated to maintaining high quality standards and I have a great
sense of awareness of teamwork and the ability to perform accurately
under fluctuating conditions and work pressures.
& Date of Birth: Khartoum – //
North – Sudan
Primary: Jeddah – Saudi Arabia
Elementary: Jeddah – Saudi Arabia
Secondary: Khartoum North Secondary School
University: Faculty of Arts – University of Khartoum
BA general in
English and French languages grade: very good – Faculty of Arts
– U of K
BA Honor in French
language Second division – part – Faculty of Arts – U of K
months – Computer Knowledge Centre
English and French
languages teacher in Sharfi Private Secondary School from //
Trainee in Purchase
Section – Nuba Mountains Cotton Co. Ltd. – Khartoum Office Feb.
Employee in Azhari
Fareed Clearing & Forwarding Co. Oct. – March
and computer typist in three languages Arabic, French & English
– Dolly Computer Centre – U of K from Oct. – Sep.
Call Center Agent
– ZAIN formerly Sudanese Co. for Mobile Telephone Mobitel
Sep. – Oct.
Call Center Supervisor
– ZAIN Nov. – May
Call Center Team
Leader – ZAIN June – March
Acting Contact Center
Manager March – Feb
Team Leader – ZAIN March – up to date
As Call Centre Shift
Leader I worked side by side with IT in developing, designing and implementation
of Call Centre IVR tree and prompts, designing of IN IVR tree and prompts
Customer Service dept. and Call Center projects new systems, softwares,
and preparing training for the new hires in Call Centre
schedules, forecasting and designing of shifts
Managing CC KPI’s
and SLA’s within the dept. and with other departments
and follow up on agents’ and supervisors’ performance and Call Center
Work Force Management
software Teleopti administrator
and analyzing different reports for CC management
Acting as Call Centre
manager in the absence of CC Manager
support to relevant internal departments for the implementation of new
products and services
the Quality Assurance for quality monitoring in order to ensure adherence
to Quality Standards as defined by the predetermined standards
the Section Heads in order to follow up on the resolution of Customer
Complaints escalated to the Back Office Team to ensure complaints have
been handled appropriately
Management and monthly
evaluation of over agents
of the current position Business Support Team Leader:
Monitor the performance
of Business Support teams.
opportunities based on performance analysis.
KPI’s and provide comments based on analysis results and Review and
improve all Customer Care KPIs.
Monitor and report
against service level and KPIs. Amend/adapt level as required and initiate
action plans where necessary.
Review and document
all Customer Care policies, procedures and processes and making sure
that the Quality Management System is in place according to ISO.
Closing and remedying
all internal and external audit findings.
All Systems evaluations,
monitoring & reporting and making sure that all reports are submitted
on time for different users.
Supervise on the
implementation of all departments’ strategic initiatives and performance
and analyze weekly and monthly KPI’s reports for all customer care
Supervise the implementation
of all projects in customer Care with follows up on deadlines and weekly
Work with business
partners in IT, Marketing and Sales to clarify data needs and objectives
for Customer Care business needs.
Monitor the performance
of IVR, IPCC, Remedy and Speech Log systems and applications and work
test results and new updates.
cases and business requirements for different projects in Customer Care
and participate in implementations.
GSM Basics Course
One week – Mobitel ZAIN – Khartoum / –//
Customer Care Course
One week – Mobitel ZAIN – Khartoum / – //
Mobitel ZAIN Customer
Care Training Program five days – Khartoum Dec.
Care Supervisor Training Program Five days – Sea Cliff Hotel –
Dar el Salaam, Tanzania May
EQ for Inspirational
Leadership Course five days – GLOMACS Training Centre – Renaissance
Hotel – Dubai, UAE from May
Management CRM Course five days – Management Training Consultancy.
MTC – Taj Hotel – Lusaka, Zambia from Nov.
Complete Team Leader
Course Ericsson Education Center Khartoum March
Solidus eCare training
for supervisors – TAWASOL Competence Centre Khartoum th
May – st June
Setting & Achieving
Call Center KPIs Seminar – INSIGHTS Training Centre – Crown Plaza
– Dubai Nov.
Center with Confidence – CARIZMA FZ LLC Khartoum – Sudan
Teleopti CCC Basic
User Training WFM – Teleopti – Amman – Jordan Sep.
KAI ZEN The Japanese
method of management Course – Khartoum – Sudan
Course days Executive Education – Khartoum – Sudan
POWER OF CHOICE
Training Program Injaz International Institute – Khartoum – Sudan
& Organizing – International Center for Quality ICQ – Khartoum
MANAGING AT ZAIN
Training Program Program prepared by Zain GROUP – Khartoum – Sudan
with Microsoft Office applications Word, Excel, PowerPoint, Visio,
Office Project, Internet and computer maintenance
Typing skills with
very good speed in three languages
Translation in three
skills in Arabic, English & French languages
and customer care skills
Ability to work
under pressure with tenacity, resilience and self management and having
multi tasks at a time
Ability to coordinate
and manage a team and a collaborative person
for the quality, accuracy timeliness and effectiveness of statistical
Able to quickly
understand different systems
The ability to explain
complex content understandable
communication and reporting skills
Ability to build
different business cases based on business needs
Certificate of Exceptional
Performance Mobitel in
Statue of Appreciation
in the Rebranding to Zain Event on the th Sep.
Arabic mother tongue
– reading – speaking
– reading – speaking
Osama Abdalla Kahin
– Sales Director – ZAIN Tel. +
– Events Management & Sponsorship Manager – ZAIN Tel.
Wafaa Hamoudi –
Customer Care Director – ZAIN Tel. +