Kareem shaarawy

• Streamlined operational processes by implementing efficient scheduling systems, improving team productivity and workflow consistency.
• Collaborated with cross-functional teams to enhance inventory management, ensuring accurate stock levels and timely replenishment.
• Developed training materials for new staff, facilitating seamless onboarding and enhancing team performance and retention.
• Monitored daily operations and identified areas for improvement, which led to optimized resource allocation and reduced delays.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Developed strong relationships with vendors, resulting in better pricing and improved service quality.
• Facilitated smooth collaboration between departments through clear communication channels.
• Supported the implementation of new software tools, enhancing data management capabilities and improving reporting accuracy.
• Assisted in conducting performance evaluations, providing constructive feedback that fostered employee development and engagement.

• Accountable for 15-20 CSRs.

Ensured consistent improvement in team performance through daily KPI reviews, call monitoring, and coaching sessions (one-on-ones and huddles).

Each team member was coached monthly with a clear, tailored, and detailed action plan.

• Outlier Management

Managed outliers, ensuring they either improved or were transitioned out.

• Team Morale

Maintained healthy team morale through team meetings and outings, enabling CRs to perform brilliantly.

• Reporting and Analysis

Created a master sheet combining all sent reports to provide a holistic view of the team, facilitating disciplinary actions and decision-making.

• Performance Review

Reviewed business unit performance with the OPS Manager and fellow leaders, offering suggestions to positively drive KPIs.

• Payroll Validation

Validated payrolls for all CSRs, including bonuses, pay hours, official holidays, and penalties.

• Responsible for supervising, coaching, and supporting a team of employees (14~20). Setting goals and expectations, monitoring, coaching & provide feedback, and recognition, resolve conflicts and issues within the team. Also acting as a liaison between the team and the upper management, and represent the team's interests and needs.
  
  Attend and participate at the point of contact meeting. Actively participate in the daily supervisor meeting and in-shift by explaining the behavior, best practices and action plan developed for the KPIl am in charge of.

Responsible for handling escalated customers via phone and email, including customers who have filed complaints or taken other external actions to resolve their concerns.