Muhammed Farag

Responsible for enhancing and increasing sales of AlticeUSA project in Intelcia Cairo through upselling by cooperating with different layers through creative strategies. Train new hires and coach tenured members to shift mindset from service to sales. Cascade and implement action items to Team Leaders by arrangement with Operations Managers.

Report to Senior Operations Management line.

Could drive Fiber Service Sales by 152.5% along with 46.82% improvement of the Mobile Sales participation MoM.

Managed and guided BPO customer service representatives to adhere to company guidelines. Coached team members to improve performance by implementing effective action items to meet client's expectations.

Guided and coached BPO customer service representatives to follow AlticeUSA's process and quality assurance attributes, along with coaching outliers to hit external metrics' goals.

Handled AlticeUSA customers' technical issues of Optimum's Fiber Optics services (Internet, TV, and phone). Flagged root causes and ensured resolution.

Handled inbound chats from customers regarding food orders and inquiries.