- Team Leadership
- Operations Management
- Escalation Handling
- Call Monitoring
Moataz Soliman
Customer Service Supervisor
Dubai
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
23
23
years of professional experience
2
2
Languages
Work History
Hotel Equipment and Furnishing Manager
Anakato Hotel
10.2021 - 11.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Call Center Customer Satisfaction Manager
General Contracting Company
06.2012 - 09.2021
- Developed and implemented customer service policies and procedures.
- Enhanced company reputation for excellent service through diligent monitoring of customer interactions and swift resolution of issues.
- Analyzed customer feedback data to identify key trends and areas needing improvement, driving continuous enhancements in service delivery.
- Collaborated with cross-functional teams to identify areas for improvement and implement solutions that directly benefitted the customers.
Customer Service Call Center Supervisor
Auto Parts Company
07.2007 - 05.2012
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Streamlined internal communications with the implementation of new tools, improving response times and collaboration between team members.
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
Sales Supervisor
SEASIDE REST & SWEETS
01.2005 - 05.2007
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Customer Service Representative
Linguaphone Group
01.2003 - 12.2004
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Tecno Mobile
06.2000 - 12.2002
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts - Educational Media And Technology
Faculty of Education, Al-Azhar University
Cairo, Egypt 04.2001 -
Skills
Timeline
Hotel Equipment and Furnishing Manager
Anakato Hotel
10.2021 - 11.2023
Call Center Customer Satisfaction Manager
General Contracting Company
06.2012 - 09.2021
Customer Service Call Center Supervisor
Auto Parts Company
07.2007 - 05.2012
Sales Supervisor
SEASIDE REST & SWEETS
01.2005 - 05.2007
Customer Service Representative
Linguaphone Group
01.2003 - 12.2004
Bachelor of Arts - Educational Media And Technology
Faculty of Education, Al-Azhar University
04.2001 -
Customer Service Representative
Tecno Mobile
06.2000 - 12.2002
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