Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Software
Interests
Timeline
Hi, I’m

Modather Muhammed

CSR
Maadi Cornish,C

Summary

Dynamic and results-oriented professional with a proven track record in customer service and leadership roles within call center environments. Skilled in team management, communication, and problem-solving. Committed to driving team performance and exceeding customer expectations.

Overview

4
years of professional experience
2
Certifications
3
Languages

Work History

E& Company

Advisor
10.2023 - Current

Job overview

  • Provide expert guidance and advice to clients on Business & workplace connectivity and managing their company accounts.
  • Collaborate with clients to develop customized solutions and strategies to meet their needs and objectives.

Xceedcc

Team Leader (Acted As)
04.2023 - 09.2023

Job overview

  • Acted as a leader for a team of customer service representatives to ensure high-quality service delivery and achievement of performance targets.
  • Implemented performance enhancement strategies, leading to a 20% improvement in customer satisfaction scores and a 6.8% reduction in call resolution time.
  • Conducted regular coaching sessions and performance evaluations to support team members' professional growth and development.
  • Collaborated with cross-functional teams to identify process inefficiencies and implement solutions for enhanced operational effectiveness.

Xceedcc

GSM High Value Floor Assistant
05.2022 - 04.2023

Job overview

  • Provided specialized assistance to high-value customers, ensuring their needs and concerns were addressed promptly and effectively.
  • Collaborated with the sales and customer service teams to deliver personalized solutions and exceed customer expectations.
  • Handled escalated issues and complaints with professionalism and diplomacy, achieving high levels of customer satisfaction.
  • Compiled and analyzed customer feedback to identify areas for improvement and implement targeted strategies for enhancing service quality.

Xceedcc

Back Office Employee
04.2021 - 05.2022

Job overview

  • Managed administrative tasks and back-office operations to ensure smooth business operations.
  • Handled data entry, document processing, and record-keeping duties with precision and efficiency.
  • Contributed to the development and implementation of process improvement initiatives to streamline workflows and increase productivity.
  • Collaborated with colleagues and supervisors to prioritize tasks and meet project deadlines effectively.

Xceedcc

Customer Service Representative
10.2020 - 04.2021

Job overview

  • Provided exemplary customer service through various communication channels, resolving inquiries and issues promptly and courteously.
  • Maintained accurate and detailed records of customer interactions and transactions using CRM software.
  • Participated in ongoing training sessions to stay updated on product knowledge and service protocols.
  • Contributed to team meetings by sharing insights and best practices to improve overall performance.

Education

Faculty of Commerce, Cairo University
Egypt

Bachelor's Degree in Business/Commerce
06.2018

University Overview

Skills

Leadership and team management

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Websites

Certification

Customer Service Excellence Certification

References

References
Available upon request

Software

Microsoft office

CRM

Avaya "CMS, Avaya Workforce mangment"

Calibro Teleopti

Interests

Football

Chess

AI Devolpment

Timeline

Advisor
E& Company
10.2023 - Current
Team Leader (Acted As)
Xceedcc
04.2023 - 09.2023
GSM High Value Floor Assistant
Xceedcc
05.2022 - 04.2023
Back Office Employee
Xceedcc
04.2021 - 05.2022
Customer Service Representative
Xceedcc
10.2020 - 04.2021
Faculty of Commerce, Cairo University
Bachelor's Degree in Business/Commerce

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Modather MuhammedCSR