Ahmed Elabd
Tala
Summary
Dynamic operations leader with a proven track record at Concentrix, excelling in performance monitoring and team training. Adept at enhancing customer satisfaction through effective problem-solving and communication skills. Recognized for driving efficiency improvements and fostering a collaborative team environment, ensuring high-quality service delivery.
Overview
9
9
years of professional experience
Work History
Operations team leader
Concentrix
01.2025 - Current
- Led daily operations to ensure team efficiency and productivity.
- Trained and mentored team members on operational best practices.
- Monitored performance metrics to identify areas for improvement.
Tier 3 Escalation (ECR)
Concentrix
09.2024 - 01.2025
- Handling incoming supervisor calls.
- Handling complex scenarios with a high level of escalations.
- Validating and managing financial errors that affect us.
- Ensure customer satisfaction, and first call resolution.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Subject Matter Expert
Concentrix
01.2024 - 09.2024
- Conducted training sessions for staff on industry best practices and tools.
- Provided training sessions for new staff on data product knowledge and service.
Customer Service Representative
Concentrix
01.2022 - 12.2023
- Handling incoming calls as a travel advisor.
- Gathered customer feedback through surveys.
- Answered customer inquiries via phone.
- Conducted regular follow-up calls with customers after resolving their issues.
Receptionist
Taba Sands Hotel
06.2021 - 08.2022
- Supervising and participating in efficiently rooming all guests, Maintaining accurate guest accounts, processing payment of accounts on check out, assist all guests with any queries and problems and handles incoming messages, parcels and calls for guests.
Store Cashier
Shahrzad Store
01.2021 - 05.2021
- Receive the money with the bill and deliver the receipt to the customer.
Store Cashier
Al-Khan Store
11.2018 - 06.2019
- Receive the money with the bill and deliver the receipt to the customer.
Graphic Design Freelancer
Graphic Design Freelancer
09.2018 - 06.2019
- Choose and accept tasks online on several freelance websites from worldwide clients for fixed price.
Web design Freelancer
Web design Freelancer
06.2016 - 02.2018
- Choose and accept tasks online on several freelance websites from worldwide clients for fixed price.
Education
Bachelor Degree - Hebrew literature and language
Minufiya University
Shiben El-kom, Minufiya, Egypt01.2019
Graphic Design Course -
Udemy
Online09.2018
Web Design Course -
Udemy
Online06.2016
Skills
- Microsoft Office
- Brackets
- Adobe XD
- Adobe Photoshop
- Adobe Illustrator
- Multitasking
- Teamwork
- Adaptability
- Communication skills
- Professional phone etiquette
- Operations management
- Performance monitoring
- Team training
- Task prioritization
- Effective communication
- Problem solving
- Conflict resolution
- Relationship management
- Issue resolution
- Efficiency improvement skills
Languages
- Arabic, 5
- English, 5
- Hebrew, 5
Military Status
Completed
Programming Skills
- HTML, 5
- CSS, 5
- Javascript, 5
- Dart, 5
- Flutter, 5
Languages
Arabic
First Language
English
Upper Intermediate (B2)
B2
Hebrew
Elementary (A2)
A2
Timeline
Operations team leader
Concentrix
01.2025 - Current
Tier 3 Escalation (ECR)
Concentrix
09.2024 - 01.2025
Subject Matter Expert
Concentrix
01.2024 - 09.2024
Customer Service Representative
Concentrix
01.2022 - 12.2023
Receptionist
Taba Sands Hotel
06.2021 - 08.2022
Store Cashier
Shahrzad Store
01.2021 - 05.2021
Store Cashier
Al-Khan Store
11.2018 - 06.2019
Graphic Design Freelancer
Graphic Design Freelancer
09.2018 - 06.2019
Web design Freelancer
Web design Freelancer
06.2016 - 02.2018
Bachelor Degree - Hebrew literature and language
Minufiya University
Graphic Design Course -
Udemy
Web Design Course -
Udemy
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