Mirihan Mikhail
Customer Service Team Lead
Alexandria
Summary
Driven and customer-focused professional with 5 years of experience in customer service, complaint resolution, and team leadership. Known for turning challenges into opportunities, I thrive in fast-paced environments where service excellence and continuous improvement are key. I’m now looking to bring my hands-on leadership and problem-solving skills into a service management role where I can drive results, support teams, and enhance the customer experience.
Overview
5
5
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Associate Manager (Team Leader)
Sutherland Global Services
12.2024 - Current
- Managed a team of 20 agents handling the US-based LYFT account, guiding them to consistently meet targets in customer resolution, handling time, and quality standards.
- Oversaw multi-channel support including chat, calls, and emails, with hands-on experience using Zendesk for email ticket management. Utilized Zendesk to prioritize, assign, and track email inquiries, ensure timely responses, and maintain comprehensive records of customer interactions.
- Used Jira to raise and track specific operational and access-related tickets, including tasks such as unlocking user accounts, creating new user profiles, updating user permissions, and coordinating requests across internal teams.
Resolution specialists Team Manager International Account Team Manager
VOIS
11.2023 - 12.2024
- Managed a team of 15 Resolution Specialists, leading the team to rank #1 for 2 consecutive months in complaints resolution rate and first call resolution rate, by leveraging empowerment initiatives and simplifying processes to address root causes.
- Led a second team of newly hired 21 Frontline Advisors, managing key performance metrics including customer satisfaction rate and average handling time, with a core focus on resolving billing, queries, general account queries and technical issues.
- Handled MVNO tickets daily using Remedy, raising and assigning them appropriately. Guided team members on how to raise tickets from their end, and coordinated follow-ups with MVNO engineers to ensure timely and effective resolution.
- Raised incident tickets for outages using Power Apps and coordinated with appropriate SMC teams to ensure timely resolution. Validated and collected samples for analysis and arranged bridge calls when necessary to facilitate testing and troubleshooting.
- Conducted daily call monitoring to assess agent performance, ensure quality standards, and identify gaps or areas for improvement, addressing them both at the individual and team level.
- Evaluate team member performance and productivity, provide feedback through regular one on ones utilizing GROW coaching module, set a personalized improvement plans with regular follow ups to ensure goal achievement.
- Enforce company policy compliance to improve workplace and employee readiness, taking corrective actions for any tagged failures as per company matrix.
- Maximize team productivity by expertly delegating tasks based on individual skills, focusing on enhancing leadership skills and appropriately utilizing diverse skill sets across the team.
- Achievements/Tasks
Contact Center Resolution Specialist
VOIS
01.2022 - 10.2023
- Handle customer complaints and escalations, providing appropriate solutions to complex business situations while ensuring a high level of customer service and efficiency.
- Gained detailed experience with the iCase tool to update and assign complaints to the appropriate teams, as well as managing callbacks.
- Handling new team members onboarding and mentoring until they adjust the role, while handling multiple tasks on team level.
- Update internal tracking database with all escalated cases to ensure sufficient documentation.
Contact Center International Advisor
VOIS
12.2020 - 12.2021
- Managed customer inquiries professionally, supported onboarding of new teams, identified operational gaps, and mentored peers to improve team performance and service delivery.
- Consistently ranked in the top 3 for customer satisfaction, handling time, and sales initiation.
- Raised and tracked service management tickets using Power Apps and iCase, both for daily query handling and for escalating access issues related to personal service impact.
Education
Bachelor of science - Molecular biology, Microbiology
Alexandria University
Alexandria08.2020
Skills
Service Management Knowledge - Familiar with ITSM processes including incident, change, and escalation workflows
Certification
Academic IELTS (IDP)
Timeline
Associate Manager (Team Leader)
Sutherland Global Services
12.2024 - Current
Resolution specialists Team Manager International Account Team Manager
VOIS
11.2023 - 12.2024
Contact Center Resolution Specialist
VOIS
01.2022 - 10.2023
Contact Center International Advisor
VOIS
12.2020 - 12.2021
Bachelor of science - Molecular biology, Microbiology
Alexandria University
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