Ezzat Hamed
Customer Service Team Leader
Cairo,C
Summary
Proven leader in customer service, driving team performance and client satisfaction. Skilled in mentoring teams, solving problems strategically, and delivering strong results through effective leadership and collaboration. Experienced in creating positive work environments and consistently exceeding service standards. Adept at managing complex situations and implementing solutions that enhance efficiency and customer experience.
Overview
2
2
years of professional experience
Work History
Customer Service Team Manager
CentroCdx
02.2024 - Current
- Managed customer service teams for high-profile clients such as [Sadad For Payment Solutions, Qatar, and Magdy Yacoub Foundation Egypt].
- Led teams responsible for handling customer queries, ensuring KPIs were met, and providing exceptional service.
- Coach and mentor team members on effective communication, problem-solving, and handling complex customer inquiries.
- Oversee daily operations to ensure timely resolution of customer requests and high levels of satisfaction.
- Develop and implement training programs for new hires and provide ongoing support for continuous skill development.
- Monitor key performance metrics such as first contact resolution, average handling time, and customer satisfaction scores.
- Collaborate with cross-functional teams to improve service processes, implement new procedures, and address operational challenges.
- Prepare detailed reports on team performance, identifying trends and areas for improvement to share with upper management.
Customer Service Representative
CentroCdx
12.2022 - 02.2024
- Outsourced customer service for Sadad, a payment solutions company in Qatar, providing tailored support and resolving inquiries specific to payment transactions and gateways.
- Built and nurtured customer relationships, enhancing loyalty and satisfaction through attentive service and proactive communication.
- Maintained in-depth knowledge of company products, offering personalized recommendations and solutions to meet customer needs.
- Applied advanced problem-solving techniques to resolve complex customer inquiries, ensuring a positive customer experience.
Digital Marketing Intern
Storky App
05.2022 - 09.2022
- Conducted competitor analysis and SWOT analysis, providing insights for improving marketing strategies.
- Developed SMART goals reports to track and evaluate the effectiveness of marketing initiatives.
- Contributed to strategic planning for product launches and promotions, collaborating with cross-functional teams.
- Monitored and responded to online reviews, addressing customer feedback promptly to enhance brand reputation.
Education
Bachelor's Degree in Languages - African Languages, Literatures, And Linguistics
Ain Shams University
Cairo 04.2001 -
Skills
CRM Knowledge
Sales Support
Coaching and Mentoring
Call center experience
Team Management
Teamwork and Collaboration
Report Preparation
Timeline
Customer Service Team Manager
CentroCdx
02.2024 - Current
Customer Service Representative
CentroCdx
12.2022 - 02.2024
Digital Marketing Intern
Storky App
05.2022 - 09.2022
Bachelor's Degree in Languages - African Languages, Literatures, And Linguistics
Ain Shams University
04.2001 -
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