Amr Atef

Oversee daily operations of a 20-seat inbound and outbound call center, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).Develop and implement training programs for new hires and existing staff, leading to a 25% increase in customer satisfaction scores over two years.Spearhead the introduction of a new CRM system, resulting in a 30% improvement in response time and a 15% increase in first-call resolution rates.Conduct regular performance evaluations, coaching, and mentoring of team leaders and agents to enhance productivity and job satisfaction.Manage the call center budget, achieving a 10% reduction in operational costs through process optimization and vendor negotiations.Collaborate with senior management to develop and execute strategic plans aligned with company goals.

• Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
• Led daily team meetings to review performance, set targets and motivate staff.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
• Evaluated data to identify trends and determine customer service needs.
• Scheduled call center staff to meet operational needs whilst remaining under budget.
• Analyzed customer feedback to identify improvement opportunities and develop action plans.

• Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
• Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
• Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
• Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
• Prioritized team and individual goals to effectively achieve business objectives.
• Delivered exceptional results under tight deadlines by prioritizing tasks effectively while maintaining excellent attention to detail.

• Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
• Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
• Developed strong relationships with key clients, resulting in repeat business and increased revenue.
• Increased customer satisfaction by addressing and resolving client concerns efficiently.
• Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
• Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.

• Assessed training program effectiveness on regular basis and improved upon deficient areas.
• Boosted overall customer satisfaction rates by emphasizing the importance of exceptional service during all stages of the sales process in trainings.
• Optimized communication skills among sales staff through targeted training on active listening, empathy, and persuasion techniques.

• K.f.c Restaurant
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.