Hi, I’m
Mai Abdeldayem Aly
Manager
Cairo,C
Summary
Dynamic leader with a proven track record at Teleperformance, adept in remote team management and fostering staff development. Spearheaded initiatives that significantly enhanced customer satisfaction and team productivity. Excels in motivational skills and operational excellence, achieving notable improvements in employee performance and client retention.
Overview
6
years of professional experience
Work History
Teleperformance
Customer Support Specialist
01.2019 - 05.2020
Job overview
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Concentrix
Customer Support
06.2020 - 01.2021
Job overview
- Provided exceptional customer support by addressing client inquiries and resolving issues related to Dynamics AX implementation.
- Provided exceptional customer support by addressing critical issues promptly, ultimately improving client retention rates.
- Delivered exceptional customer support by addressing concerns promptly and implementing effective resolutions that enhanced client relationships.
- Assisted in the development of new products, providing valuable insights from a customer support perspective.
- Provided exceptional customer support, leading to increased client retention and loyalty.
- 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.
Asap House Offers LLC
Team Leader Manager
04.2021 - 04.2023
Job overview
- Led employee relations through effective communication, coaching, training, and development.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Leveraged strong negotiation skills to secure favorable contracts with vendors and service providers, resulting in cost savings for managed properties.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Guardian Legacy Holdings
Project Manager
04.2023 - 01.2024
Job overview
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
- Created customized reports for clients on property performance, market trends, and investment opportunities, supporting informed decision-making processes.
- Mentored junior team members on industry best practices while fostering a supportive learning environment within the workplace.
Pheonix Virtual Assistants
Team Leader Manager
01.2024 - Current
Job overview
- Led employee relations through effective communication, coaching, training, and development.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Education
Heliopolis Language SchoolCairo, Egypt
High School Diploma
05.2001
Ain Shams University Cairo, Egypt
from Law
Skills
Remote Team Management
Languages
Arabic
Native language
English
Proficient
C2
French
Intermediate
B1
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Leader Manager
Pheonix Virtual Assistants
01.2024 - Current
Project Manager
Guardian Legacy Holdings
04.2023 - 01.2024
Team Leader Manager
Asap House Offers LLC
04.2021 - 04.2023
Customer Support
Concentrix
06.2020 - 01.2021
Customer Support Specialist
Teleperformance
01.2019 - 05.2020
Heliopolis Language School
High School Diploma
05.2001
Ain Shams University
from Law
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