Eslam Kilany
CS Operations - Team Leader
Cairo
Summary
Skilled Operations Team Leader bringing self-directed and confident management style developed over 10 years of experience. Oversees training, documentation and financial reporting. Excellent problem-solving, conflict management and project coordination skills.
Overview
12
12
years of professional experience
2
2
Certifications
1
1
Language
Work History
Operations Team Leader
UTO Services LLC
06.2023 - 09.2025
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, managed overtime, leaves, and salary calculations, ensuring optimal staffing levels at all times.
- Trained, coached, and managed a 12-person team of customer service professionals, ensuring high performance, quality support, and continuous improvement.
- Implemented quality assurance measures, evaluated tickets for agents, and provided targeted coaching, resulting in improved service levels and higher customer satisfaction.
- Optimized team performance by setting clear objectives, monitoring metrics, and conducting regular performance evaluations.
- Streamlined workflows by identifying redundancies and applying lean principles, increasing efficiency.
- Provided effective leadership during organizational changes or transitions.
- Produced detailed reports and supported decision-making with forecast analysis and ad-hoc reporting.
- Monitored and evaluated customer reviews across websites and platforms, delivering insights to enhance customer experience and brand reputation.
- Developed strong collaboration with cross-functional teams to improve communication and processes.
- Supported recruitment efforts by interviewing and selecting qualified candidates to build a strong team of professionals.
- Assisted in creating annual presentations and contributed to key business planning initiatives.
- Helped set and manage objectives for quality, productivity, compliance, and team development.
- Achieved Top 2 ranking among Team Leaders twice yearly, recognizing outstanding leadership and team results.
Senior Customer Service Agent
UTO Services LLC
01.2023 - 06.2023
- Reduced customer complaints by promptly identifying problems and implementing effective solutions.
- Boosted positive feedback from customers through attentive listening, empathy, and tailored solutions.
- Provided comprehensive training sessions for new hires, ensuring a smooth transition into the role of Senior Customer Service Agent.
- Regularly exceeded performance goals by prioritizing tasks, managing time effectively, and remaining focused on delivering exceptional customer experiences.
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Earned multiple recognition awards for outstanding performance in achieving client satisfaction scores.
Customer Service Representative
UTO Services LLC
07.2022 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Sales
2assar
01.2022 - 02.2022
- Cosmetics sales agent
- Application's Admin
Assistant director
Maleka Store
01.2021 - 12.2021
- Act as Manager
- Responsible of Maleka Store's branches
- Accountant Assistant
- Making photo sessions of models to produce our production
Cashier
Maleka Store
10.2020 - 12.2020
Cashier
Placido
07.2019 - 01.2020
Sales Agent
Zang
08.2018 - 07.2019
- Sales at Zang Store
- Cashier at Zang Store
- Responsible of stockroom
Data Entry Agent
E-Smart
02.2018 - 06.2018
- Data Entry Agent of Indian Bank on USA
- Fill in Customers data on Website
- Making daily reports for client
Senior Agent
Ecco Outsourcing
09.2016 - 12.2017
- Processing all client closure requests, following the client closure process.
- Providing administrative support to Client.
- Assist the Client Services Admin with the monitoring of the Manager e-mail Inbox, ensuring all requests are actioned and the investigation of inquiries, under supervision, relating to tasks undertaken are completed to a satisfactory level.
- Making Weekly Reports to the Client.
- Website Admin which is responsible of customers registrations and confirmations.
- Website Admin which is responsible of customers comments on website to agree with website rules.
Senior Agent
Ecco outsourcing
01.2014 - 12.2015
- Processing all client closure requests, following the client closure process.
- Providing administrative support to Client.
- Assist the Client Services Admin with the monitoring of the Manager e-mail Inbox, ensuring all requests are actioned and the investigation of inquiries, under supervision, relating to tasks undertaken are completed to a satisfactory level.
- Making Weekly Reports to the Client.
- Website Admin which is responsible of customers registrations and confirmations.
- Website Admin which is responsible of customers comments on website to agree with website rules.
Agent
Ecco outsourcing
08.2013 - 12.2013
- Agent at Al Jazeera Children's Channel
- Customer Service agent
- Respond to Cases of customers requests
Education
Bachelor of Business Information Systems - Information Systems
New Cairo Academy
Cairo 04.2001 -
Skills
- Customer Service
- Web Content Administrator
- Data Entry
- Sales
- Leadership
- Problem-solving
- Communication
- Quality assurance
- Team member training
- Scheduling management
- Operational excellence
- Workforce planning
- Operations management
Interests
Listening to music, Playing Football, Watch movies
Certification
Coaching skills
Timeline
Social Media Specialist Diploma, IMFND
04-2025
Coaching skills
12-2024
Operations Team Leader
UTO Services LLC
06.2023 - 09.2025
Senior Customer Service Agent
UTO Services LLC
01.2023 - 06.2023
Customer Service Representative
UTO Services LLC
07.2022 - 01.2023
Sales
2assar
01.2022 - 02.2022
Assistant director
Maleka Store
01.2021 - 12.2021
Cashier
Maleka Store
10.2020 - 12.2020
Cashier
Placido
07.2019 - 01.2020
Sales Agent
Zang
08.2018 - 07.2019
Data Entry Agent
E-Smart
02.2018 - 06.2018
Senior Agent
Ecco Outsourcing
09.2016 - 12.2017
Senior Agent
Ecco outsourcing
01.2014 - 12.2015
Agent
Ecco outsourcing
08.2013 - 12.2013
Bachelor of Business Information Systems - Information Systems
New Cairo Academy
04.2001 -
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