Hatem Abdelrahman Mohamed
Cairo,Egypt
Summary
Highly skilled professional with expertise in Microsoft Excel, Microsoft Word, and Microsoft Outlook. Demonstrates exceptional time management, attention to detail, and problem-solving abilities. Proven track record of effective team collaboration and strong organisational skills. Adept in decision-making and knowledgeable about quality standards. Committed to leveraging skills for continuous improvement and achieving excellence in all tasks undertaken.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Customer service representative
Xceed
Cairo, Maadi
2019.03 - 2019.12
- Handled customer inquiries and complaints professionally via phone, Provided product and service information
- ensuring customer satisfaction and loyalty and coordinated with internal departments to resolve issues promptly and improve service quality
- Enhanced communication channels through regular updates on company policies and promotions.
Quality Analyst
Xceed
Cairo, Maadi
2020.01 - 2023.12
- Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with company quality standards and procedures. - Organized and maintained client data to support the sales process.
- Analyze performance data and identify trends, gaps, and opportunities for improvement in service quality.
- Provide detailed feedback and coaching recommendations to customer service agents and team leaders.
- Develop and maintain quality monitoring reports and performance dashboards
- Conduct calibration sessions with supervisors and stakeholders to maintain consistent evaluation standards.
Real time analyst
Xceed
Giza, Smart Village
2024.01 - 2024.07
- Monitor real-time operational performance and workforce metrics to ensure service levels and response times are achieved.
- Track agent adherence, availability, and schedule compliance throughout the day.
- Identify and respond to call volume fluctuations, system issues, or staffing gaps in real time.
- Support workforce planning teams with data insights and performance analysis.
Offshore Senior Quality Team Lead
iSON
Heliopolis, Cairo Governorate
2024.10 - Current
- Lead and manage the offshore quality assurance team to ensure consistent delivery of high service quality standards.
- Analyze quality performance data, identify trends, and implement improvement plans to enhance customer experience.
- Provide coaching, mentoring, and performance feedback to quality analysts to improve evaluation accuracy and effectiveness.
- Collaborate with operations, training, and management teams to align quality objectives with business goals.
- Prepare and present quality performance reports, insights, and action plans to senior management and clients.
Education
Bachelor of Business Administration - Commerce
Helwan Universty
Cairo, Cairo Governorate 2013.09 - 2017.06
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Time Management
- Attention to Detail
- Problem-Solving
- Team Collaboration
- Organizational Skills
- Knowledge of quality standards
- Decision-Making expertise
Languages
- Arabic: Excellent
Native
English
Advanced
Timeline
Offshore Senior Quality Team Lead
iSON
2024.10 - Current
Real time analyst
Xceed
2024.01 - 2024.07
Quality Analyst
Xceed
2020.01 - 2023.12
Customer service representative
Xceed
2019.03 - 2019.12
Bachelor of Business Administration - Commerce
Helwan Universty
2013.09 - 2017.06