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<pre>Array ( [var] => cut_url ) </pre> Resume for Eltahir A. for Manager / Supervisor / Team Leader / Telecommunications Services in Khartoum North, Sudan. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #IM3I3T8PC
 

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Resume for Eltahir A. for Manager / Supervisor / Team Leader / Telecommunications Services in Khartoum North, Sudan




Occupation: Manager / Supervisor / Team Leader Industry: Telecommunications Services
Country: Sudan City: Khartoum North
State: Al Khartum ZIP: 11111



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CURRICULUM VITAE  

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.  

Name:   Eltahir Abdulrahman Abdalla

Place & Date of Birth: Khartoum – //

Marital Status:  Married

Nationality:   Sudanese

Address:   Khartoum North – Sudan

                        GSM: +

                        Email:

                               

Education:

       Primary:  Jeddah – Saudi Arabia

       Elementary: Jeddah – Saudi Arabia

       Secondary:  Khartoum North Secondary School

       University:  Faculty of Arts – University of Khartoum 

Qualifications:

  • 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
  • Computer Diploma months – Computer Knowledge Centre
  •  

    Experience:

  • English and French languages teacher in Sharfi Private Secondary School from // – //
  • Trainee in Purchase Section – Nuba Mountains Cotton Co. Ltd. – Khartoum Office Feb. – June
  • Employee in Azhari Fareed Clearing & Forwarding Co. Oct. – March
  • Translator, teacher 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
  • Business Support Team Leader – ZAIN March – up to date
  •  
     
     

    Job Responsibilities & Achievements:

  • 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
  • Participating in Customer Service dept. and Call Center projects new systems, softwares, etc.
  • Interviewing, selecting and preparing training for the new hires in Call Centre
  • Preparing working schedules, forecasting and designing of shifts
  • Managing CC KPI’s and SLA’s within the dept. and with other departments
  • Preparing, analyzing and follow up on agents’ and supervisors’ performance and Call Center IPPs
  • Work Force Management software Teleopti administrator
  • Preparing, designing and analyzing different reports for CC management
  • Acting as Call Centre manager in the absence of CC Manager
  • Provides operational support to relevant internal departments  for the implementation of new products and services
  • Coordinate with the Quality Assurance for quality monitoring in order to ensure adherence to Quality Standards as defined by the predetermined standards
  • Coordinate with 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
  •  

    Duties of the current position Business Support Team Leader: 

  • Monitor the performance of Business Support teams.
  • Identify improvement opportunities based on performance analysis.
  • Follow operational 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 enhancement operations.
  • Supervise, prepare and analyze weekly and monthly KPI’s reports for all customer care departments.
  • Supervise the implementation of all projects in customer Care with follows up on deadlines and weekly reports.
  • 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 on improvement.
  • IVR performance, test results and new updates.
  • Prepare business cases and business requirements for different projects in Customer Care and participate in implementations.
  •  

    Training:

  • 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.
  • CELTEL Customer 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
  • Customer Relationship 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.
  • Supervising Call Center with Confidence – CARIZMA FZ LLC  Khartoum – Sudan March
  • Teleopti CCC Basic User Training WFM – Teleopti – Amman – Jordan Sep.
  • KAI ZEN The Japanese method of management Course – Khartoum – Sudan
  • Project Management Course days Executive Education – Khartoum – Sudan
  • POWER OF CHOICE Training Program Injaz International Institute – Khartoum – Sudan April
  • Strategic Planning & Organizing – International Center for Quality ICQ – Khartoum –Sudan June
  • MANAGING AT ZAIN Training Program Program prepared by Zain GROUP – Khartoum – Sudan Nov.
  •  

    Skills:

  • Excellent familiarity 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 languages
  • Good communications skills in Arabic, English & French languages
  • Strong clientservice 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
  • Fully accountable for the quality, accuracy timeliness and effectiveness of statistical reports
  • Able to quickly understand different systems
  • The ability to explain complex content understandable
  • Highly developed communication and reporting skills
  • Ability to build different business cases based on business needs
  •  
     
     
     

    Rewards and Appreciations:

  • Certificate of Exceptional Performance Mobitel in
  • Statue of Appreciation in the Rebranding to Zain Event on the th Sep.
  •  

    Languages:

  • Arabic mother tongue
  • English writing – reading – speaking
  • French writing – reading – speaking
  •  

    References:

  • Osama Abdalla Kahin – Sales Director – ZAIN Tel. +
  • Zeinab Eltigani – Events Management  & Sponsorship Manager – ZAIN Tel. +
  • Wafaa Hamoudi – Customer Care Director – ZAIN Tel. +

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