Tamer Sami Mohamed is an Egyptian national born on June 1, 1976. He has over 9 years of experience in customer service and technical support roles. Currently he works as a Customer Service Manager at LINKdotNET, where he is responsible for designing call center strategies, setting KPIs, coaching supervisors, and analyzing team performance. Previously he held roles as a Customer Service Supervisor and Network and PC Maintenance Supervisor. He has a Bachelor's degree in Accounting from Cairo University.

1. Tamer Sami Mohamed
1 El Emam Ali st,Haram
Email: t2.sami@gmail.com
Mobile : 01220017082
Date of Birth: 1-6-1976
Nationality: Egyptian
Military status: Exempted
Marital status: Married
CUSTOMER SERVICE PROFESSIONAL
Profile
 Jan 2004 joined LDN CC, promoted after 1.5 year to DSL Team Leader, another 1.5 year by August
2007 till June2014 as a supervisor since june 2014 to product support manager with more than 9 years’
successful experience in customer service and technical support with recognized strengths, problem-
solving, trouble-shooting, planning/implementing proactive procedures and systems to avoid problems
in the first place.
 Possess solid computer & networking skills.
 Excellent working knowledge using, Microsoft Package
 Ability to train, motivates, and supervises “customer service employees”.
 A team player,
 Conduct audits and variance analyses,, and maintain/updateaccurate inventories.
Employment LINKdotNET
Customer Service Manager
 Design DSL call center metrics strategy such as productivity/efficiency, quality, customer
experience, financial and employee experience for low cost vs. revenue generation and
driving customer service excellence by measuring and managing everything
 Define objectives to the team members to achieve customer satisfaction excellence.
 Establish clear KPIs for the team members in order to assess the team/individual
performance against targets/goals
 Lead the team to reach the defined objective & service quality level to achieve the
company goals supers/team leader/agents.
 Coach the supervisors and team leaders to effectively manage and guide their teams.
 Assure that supervisors manage their team in exactly the same way and that they have
common understanding of his policies and that they communicate it correctly to their
teams in order to standardize decentralized management approach
 Monitor closely the performance of the team to erect deviations on the right time.
 Evaluate teams’ performance (supervisors, team leaders & agents) in order to compare
achievements versus standards
 Produce departmental reports covering necessary performance actions
 Analyze the achieved results in order to create and implement action plans to drive
forward results
 Monitoring all customer correspondence and phone calls to ensure they are dealt with in
the prescribed manner and in a timely fashion
 Communicate with the other team's support manager effectively to have aligned
objectives and balanced overall performance for the call center.
 Construct team schedule and planning availability per shift
 Inspire & motivate the team members to achieve & exceed agreed targets
 Maintain good work environment & superior facilities at work premises for an effective
work environment
 Conduct KPIs & annual appraisal for the team members to improve the efficiency for
the team members
 Identify the training needs of all team members and communicate with Human
June 2014 -
Present

2. Resources to deliver required training
 Administer new projects from the call center side for implementation
 Review new projects milestones and associated target dates and address concerns and
risks in order to recommend optimal business practices
 Initiate workflows & processes in order to maintain a proper interdepartmental
communication & solve the customers' issues in timely manner
 Review training programs for the new projects in order to spread the guidelines &
information within the team
 Manage the implementation of the new projects
 Coordinate with the other departments for enhancing the workflows & processes.
 Conduct employment tasks such as recruitment, discipline with support from Human
Resources
 Budget DSL call center headcount & expenses.
Customer Service Supervisor
 Involved in the recruiting and training process of new agents
 Act as communicator between management and ADSL team
 Implementing and maintaining new changes or plans.
 Monitoring the team's performance by making sure that they are working up to
capacity and that they have a reasonable workload.
 Coaching and conducting regular individual meetings (one to one) with team
members to complete performance appraisal cycle
 Maintain motivation and recognition system aiming to increase employee’s
satisfaction
 Celebrate successes and given a simple gift for achievers.
 Provide more info (word of mouth, or adding employee in mailing list).
 Monitoring the call center service level hourly.
 Scheduling and distributing team leaders’ duties.
 Delegate someresponsibilities and duties to team Leaders. (preparing next
supervisors)
 Evaluate and selecting the right employee for the right task.
 Monitor TL & Agents Calls (maintain best quality )
 Reappraisal the Quality sheet according to the agent comments.
 Handling some escalated calls due to customer request.
 Do the team KPIs quarterly, and performance appraisal annually.
 Monitoring attendance, vacation and swap requests.
 Delivering accurate and on time feedback to management & escalating problems that
may affect the daily operation.
 Maintain solid communication level that facilitates work flow within the department
& with other departments to achieve maximum customer satisfaction.
 Involved in the technical training for DSL Modems and technical handling
techniques.
 Handling some management duties.
2007 –
June
2014
Past work
experience Glory for Information Systems
2001-
2004

3. Network and PC Maintenance Supervisor
 Handle the incoming calls which related to the technical problems in the DSL lines
 Supervising the maintenance team (9 employees)
 Responsible for ADSL/SDSL connectivity (installing & maintaining)
 And selecting the best CPE to be distributed in market.
 Training and coaching maintenance team
 Scheduling the department tasks on weekly and daily basis
 Responsible Client maintenance visits as per contracts
 Installing networks for the below:
 Inter Casino (LAN & WAN Connectivity)
 MGM bank of New York (LAN & WAN Connectivity)
 News section in the Egyptian TV (LAN Connectivity)
 EL Salab (LAN & WAN Connectivity)voice over frame relay
 Cairo Scan (LAN & WAN Connectivity)
 Arab Bank (connectivity for ATM machines)
2010
Education:
- Bachelor degree in Accounting (Cairo university open education) faculty of commerce.
Language:
- Very good spoken and written( English)
Reference
Projects:  Call Center Move 2013.
 Revamp Email engine.
 Workflows revamp.
 Call Center ground rules.
 Call Center move 2008.
 Call center process rebuild.
 Split internal Level 1 & 2 support team.
 Linkdotnet & mobinil integration project (in progress)
Personal Skills & Courses
 Motivator.
 Ambitious, teamwork oriented, and creative.
 Professional Analytical skills.
 Strong leadership and coaching skills
 A sound experience in PC hardware and network maintenance.
 V, good using (Seibel, CRM, Avaya, Cisco, CCF, CCA) MS family.
 Evaluating and selecting.
 Good organizational, interpersonal & spoken written communication skills for building
relationships with colleagues at all levels.
 Ability to plan and prioritize own work and other people's to meet deadlines.
 Calmness under pressure.
 Decision-making ability.
 Accuracy with record keeping.
 Risk calculators and making decision.
 Management Fundamentals. Orange Academy
 PMP 36 H attendance
 PMP Work Shop 24 H. in progress.