Microsoft Office
Mohamed Abohola
Operational CC Supervisor
Cairo
Summary
I am an MBA student with a unique background in dentistry, operations management, and customer service. I possess fluency in English, German, and Arabic, and hold Lean Six Sigma Yellow Belt and Green Belt certifications. Currently studying at the International University for Applied Sciences, I am set to graduate in October 2025.
With over 2 years of experience in customer service and operations management, I have honed my problem-solving and customer service skills to perfection. I began my career at Teleperformance Egypt as a customer service representative, quickly rising through the ranks to become a Customer Service SME, Operations Supervisor, and eventually, an Interim Assistant Call Center Manager.
My experience in operations management has equipped me with the skills necessary to implement process improvements to increase efficiency and productivity. I also have a proven track record of supervising teams, providing guidance and mentorship to team members, and collaborating with other departments to ensure smooth operations.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Contact Center Supervisor
Teleperformance
Cairo
08.2020 - Current
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Directed, guided, coached and mentored team of 20 agents and surpassed individual and corporate goals.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Led daily team meetings to review performance, set targets and motivate staff.
Interim Assistant Contact Center Manager
Teleperformance
Cairo
02.2021 - 06.2021
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Developed quality employees within call center to take over leadership positions.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Led daily team meetings to review performance, set targets and motivate staff.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Mitigated business risks by working closely with staff members and assessing performance.
Oral Surgery Intern
NHI
Cairo
11.2019 - 11.2020
- Prepared surgical area by ensuring that all necessary dental instruments were sterilized and patients were ready.
- Assisted surgeon during procedures by wiping up bodily fluids and handing over needed dental instruments.
- Educated patients prior to surgery regarding what to expect, how to treat pain and which side effects could occur.
- Calmed nervous patients by speaking softly, answering questions and providing compassionate care.
- Treated infections of oral cavity, salivary glands, jaws and neck.
- Performed surgery on mouth and jaws to treat conditions such as cleft lip and palate and jaw growth problems.
- Completed surgery to prepare mouth for dental implants and aid in regeneration of deficient bone and gum tissues.
- Collaborated with other professionals such as restorative dentists and orthodontists to plan treatments.
Customer Service SME
Teleperformance
Cairo
12.2019 - 08.2020
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Customer Service Representative
Teleperformance
Cairo
07.2019 - 11.2019
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Education
MBA - Business Administration And Management
International University For Applied Science (IU)
Berlin, Germany 03.2023 - Current
Bachelor of Dentistry - Dentistry & Oral Surgery
Ahram Canadian University ACU
Egypt 09.2014 - 06.2019
Skills
Operations management
Accomplishments
- Collaborated with team of 52 in the development of a Chat Channel and Ranked First Globally 5 Months 3 of which were Consecutive.
Software
Certification
Lean Six Sigma Green Belt
Timeline
MBA - Business Administration And Management
International University For Applied Science (IU)
03.2023 - Current
Lean Six Sigma Green Belt
07-2022
Interim Assistant Contact Center Manager
Teleperformance
02.2021 - 06.2021
Lean Six Sigma Yellow Belt
01-2021
Contact Center Supervisor
Teleperformance
08.2020 - Current
Customer Service SME
Teleperformance
12.2019 - 08.2020
Oral Surgery Intern
NHI
11.2019 - 11.2020
Customer Service Representative
Teleperformance
07.2019 - 11.2019
Bachelor of Dentistry - Dentistry & Oral Surgery
Ahram Canadian University ACU
09.2014 - 06.2019
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