Mennhtullah Tareq Awdallah
Contact Center Team Leader
`Ayn Shams
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Contact Center Team Leader
OPPO Egypt
Cairo, Cairo Governorate
10.2022 - Current
- Championed the adoption of new technologies that enhanced customer experience through faster issue resolution times and more personalized service offerings.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Developed strong relationships with key clients by maintaining open lines of communication and resolving issues promptly.
- Resolved escalated customer complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions.
- Enhanced customer satisfaction by implementing effective coaching strategies for team members.
- Increased contact center efficiency by streamlining processes and optimizing workflows.
- Developed process controls and metrics for daily management of call center.
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement
- Facilitated seamless transitions during organizational changes, ensuring minimal disruptions in service delivery and maintaining high levels of employee engagement
- Championed the adoption of new technologies that enhanced customer experience through faster issue resolution times and more personalized service offerings
Customer Service Call Center Agent
BDO Esnad
12.2021 - 05.2022
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
- Provided timely feedback on product-related issues encountered by customers to inform improvements in product design or documentation.
- Stayed up-to-date on industry trends and advancements in customer service technology to provide informed recommendations for operational enhancements.
Market Research Interviewer
Phi Knowledge
12.2020 - 08.2021
- Improved overall response rates through rapport-building techniques and empathetic communication skills with respondents.
- Maintained customer engagement by completing short surveys with minimal complexity.
- Followed established guidelines and recommendations from supervisors to complete quality interviews.
Call Center Customer Service Agent
BDO Esnad
02.2020 - 08.2020
- Collaborated with team members to enhance overall performance, sharing best practices and constructive feedback.
- Proactively identified potential system or process inefficiencies; proposed feasible improvements for management consideration.
- Reduced average call handling time with efficient multitasking and prioritizing during calls.
- Exceeded performance metrics consistently while maintaining a high level of professionalism during each interaction.
Tele Sales Agent
Ison Company
Cairo, Cairo Governorate
10.2018 - 01.2020
- Optimized call scripts by incorporating persuasive language techniques for more impactful conversations with prospects.
- Mastered product knowledge to confidently address customer inquiries while positioning company's offerings as ideal solution for their needs.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through active listening and effective communication.
- Answered calls, took messages, and transferred calls to correct individuals.
Education
Management of Information System - Software Engineer
Future Academy
Higher Future Institute For Specialized 10.2016 - 04.2020
Skills
Friendly, Positive Attitude
Teamwork and Collaboration
Computer Skills
Microsoft Office
Team Management
Time Management
Flexible and Adaptable
Multitasking
Microsoft Word
Multitasking Abilities
Calm Under Pressure
Excellent Communication
Supervision and leadership
Timeline
Contact Center Team Leader
OPPO Egypt
10.2022 - Current
Customer Service Call Center Agent
BDO Esnad
12.2021 - 05.2022
Market Research Interviewer
Phi Knowledge
12.2020 - 08.2021
Call Center Customer Service Agent
BDO Esnad
02.2020 - 08.2020
Tele Sales Agent
Ison Company
10.2018 - 01.2020
Management of Information System - Software Engineer
Future Academy
10.2016 - 04.2020
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