Osama Nabil
Dispatch Team Lead
Cairo,Egypt
Summary
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Knowledgeable in KPI analysis, implementation and corrective planning. Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.
Overview
4
4
years of post-secondary education
3
3
years of professional experience
Work History
Team Leader
Talabat
Cairo, Egypt
09.2020 - Current
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Performed root cause analysis in deficient areas to identify and resolve central issues.
- Produced detailed reports outlining performance against benchmarks.
- Helped set and manage objectives for quality, productivity and compliance.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Maintained Customer/Partner satisfaction with forward-thinking strategies focused on addressing Customer/Partner needs and resolving concerns.
- Mentored and guided employees to foster proper completion of assigned duties.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Led team of 15 members overachieving outstanding KPI Figures.
- Developed process improvements and offered actionable solutions to correct recurring issues.
- Delegated daily tasks, addressed employee questions, and resolved most of the agents issues.
- Used advanced features of Microsoft Office to complete necessary reports for senior management review.
NPS SME
Talabat
Cairo, Egypt
03.2020 - 08.2021
- Generated reports of findings to help management with making key decisions.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated performance and policies against metrics.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Tracked and analyzed reports to determine needed improvements.
- Collected, arranged and input information into database system.
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
- Identified objectives of Talabat by analyzing feedback, observing consumers and collecting surveys.
- Mentored, trained and managed all In-house staff, including employee development.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Web Chat Account Advisor
Talabat
Cairo, Egypt
07.2019 - 03.2020
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained excellent attendance record, consistently arriving to work on time.
- Handled 3 chats at a time to address customer inquiries and concerns.
- Carried out day-day-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Used Microsoft Word and other software tools to create documents and other communications.
Email & Chat Agent
Raya ( Etisalat UAE Account )
Cairo, Egypt
10.2018 - 07.2019
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Handled inbound customer chat conversations from various websites.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Provided online demonstrations to educate customers on product features and online help resources.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Education
Bachelor's Degree - Law
Ain Shams Uni, Faculty Of Law English Section
Cairo,Egypt 09.2013 - 05.2017
Skills
Performance improvement
Employee Evaluation
Staff education and training
Good listening skills
Teamwork
Key performance indicators
Process Development
Research and analysis
Team development
Mentoring and coaching
Operations management
Advanced Excel Skills
MS Office Skills
Timeline
Team Leader
Talabat
09.2020 - Current
NPS SME
Talabat
03.2020 - 08.2021
Web Chat Account Advisor
Talabat
07.2019 - 03.2020
Email & Chat Agent
Raya ( Etisalat UAE Account )
10.2018 - 07.2019
Bachelor's Degree - Law
Ain Shams Uni, Faculty Of Law English Section
09.2013 - 05.2017