Mahmoud Farrag

I have a 9 Years experiance in Sales and Contact center , from sales agent in 2014 to Telesales Site manager for Etisalat Operation in 2021

Seeking a challenging position in dynamic organization where my experience, skills can be well utilized and further developed.    

Telesales Site manager – Operations Etisalat UAE 08/2021 till Now

• Managing Offshore Accounts for Etisalat UAE ( Raya contact center – EGS )
• Manage 250 HC From Advisors to senior OPS manager Level  
• Main Goal is to Achieve Tele sales Main KPIS ( Sales , Conversion , Quality , CFM , Complaints )
• Managing Supporting functions to ensure all metrics is achieved

Telesales Supervisor - 06/2020 till 07/2021

Etisalat Global services, Etisalat UAE Account, Cairo

Launching Account

• Managing All Account objectives through supervising the work of team leaders and liaising with supporting functions teams to improve the performance and working on client satisfaction
• Manage a Team of 4 Leaders & 60 Agents 

Leading, Managing and training team leaders of the Account and handling many issues that may arise 

Non voice Email and Chat Supervisor - 01/2020 till 06/2020

Etisalat Global services, Etisalat UAE Account, Cairo

• Email and chat supervisor 
• Manage a team of 4 Leaders and 60 agents 
• Inbound Experience

Telesales Supervisor - 06/2018 till 01/2020

Raya contact center, Etisalat UAE Account, Cairo

• Manage a Team of 10 Leaders & 150 Agents , Leading, Managing and training team leaders of the Account and handling many issues that may arise 

Telesales Team leader - 2016 till 06/2018

Raya contact center, Etisalat UAE Account, Cairo

Manage a Team of 15 to 20 Agents

• Supervises/manages activities and performance of the Account Advisors 
• Handles Account Advisors needed for on-job training and coaching 
• Monitors transactions to ensure that QA standards are met 

Telesales Advisor - 2014 till 2016

Raya contact center, Etisalat UAE Account, Cairo

Work on My monthly Target on different campaigns with specifed Utilization and Quality and process.

• Call Etisalat UAE customers to achieve my Monthly target
• Sell new rate plans and upgrade 
• Sell new sim cards 
• Sell new Devices
• Sell internet speed and packages

Bachelor of commerce: Faculty of commerce Cairo University 2013