Shady Shaker
Customer Care Director
Cairo
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Care Director
Brain Health USA
03.2023 - Current
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Handel Legal Matters and grievances
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Learning and Development Director
Brain Health USA
10.2022 - 03.2023
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Created instructional materials tailored to diverse learning styles, ensuring accessibility for all employees.
- Developed job-specific competencies and performance standards.
- Implemented innovative learning strategies to engage employees and foster a culture of continuous development.
Operations Manager
Brian Health USA
12.2021 - 10.2022
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
- Created customer support strategies to increase customer retention.
Intake & Customer Care Manager
Brain Health USA
03.2021 - 12.2021
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Worked with providers to define quality metrics and outcome reporting process.
- Established team priorities, maintained schedules and monitored performance.
Intake Manager
Brian Health USA
11.2020 - 03.2021
- Developed training materials for new staff, ensuring consistency in knowledge and understanding of the intake process.
- Led a team of intake coordinators, ensuring all tasks were completed accurately and on time to meet organizational goals.
- Addressed any concerns or issues that arose during the intake process promptly, demonstrating commitment to client satisfaction and effective problem resolution skills.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Intake Specialist
Brian Health USA
07.2020 - 11.2020
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
E-Learning Specialist
Teleperformance Egypt
01.2020 - 07.2020
- Collaborated with other educators to develop instructional strategies.
- Participated in ongoing professional development opportunities to stay current on best practices in education and enhance personal growth as an educator.
- Led small group sessions to help students review and practice concepts.
- Supported students in the use of technology to enhance their learning.
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
Quality Assurance Analyst
Teleperformance Egypt
03.2017 - 01.2020
- Monitoring Calls: Listen to recorded or live calls to assess the quality of customer interactions. Evaluate adherence to scripts, policies, and procedures.
- Quality Evaluation: Assess the performance of customer service representatives based on predefined quality metrics such as call etiquette, accuracy, empathy, and resolution.
- Data Analysis: Analyze data collected from call monitoring and evaluation to identify trends, patterns, and areas for improvement. Generate reports on performance metrics and trends.
- Feedback and Coaching: Provide constructive feedback to customer service representatives based on evaluation results. Offer coaching and training sessions to address performance gaps and improve skills.
- Process Improvement: Collaborate with call center management and other stakeholders to develop and implement process improvements that enhance the quality of customer service delivery.
- Documentation: Maintain accurate records of quality evaluations, feedback sessions, and coaching activities. Ensure compliance with documentation requirements and confidentiality standards.
- Quality Assurance Standards: Stay updated on industry best practices and quality assurance standards. Recommend changes to quality assurance processes and procedures to align with evolving needs and requirements.
Expedia Travel Advisor
Teleperformance Egypt
02.2016 - 03.2017
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Assisted clients in choosing suitable vacation packages by assessing their needs and preferences.
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
Technical Support Representative
Vodafone UK
02.2013 - 02.2014
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
Operations Supervisor
Mobinil Contact Services
03.2011 - 02.2013
Education
Bachelor of Mass Communication - Postsecondary Education
University of Wales
United Kingdom 04.2001 -
Bachelor of Mass Communication - Mass Communication
MTI University
Cairo, Egypt 04.2001 -
High School Diploma -
BBC Langauge School
Cairo, Egypt 04.2001 -
Skills
Department Oversight
Information Technology Management
Human Resources Management
Data Management
Effective Communication
Adaptability and Flexibility
Strategies and goals
Change Management
Certification
Six Sigma White Belt
Timeline
Six Sigma White Belt
01-2024
Customer Care Director
Brain Health USA
03.2023 - Current
Learning and Development Director
Brain Health USA
10.2022 - 03.2023
Operations Manager
Brian Health USA
12.2021 - 10.2022
Intake & Customer Care Manager
Brain Health USA
03.2021 - 12.2021
Intake Manager
Brian Health USA
11.2020 - 03.2021
Intake Specialist
Brian Health USA
07.2020 - 11.2020
E-Learning Specialist
Teleperformance Egypt
01.2020 - 07.2020
Quality Assurance Analyst
Teleperformance Egypt
03.2017 - 01.2020
Expedia Travel Advisor
Teleperformance Egypt
02.2016 - 03.2017
Technical Support Representative
Vodafone UK
02.2013 - 02.2014
Operations Supervisor
Mobinil Contact Services
03.2011 - 02.2013
Bachelor of Mass Communication - Postsecondary Education
University of Wales
04.2001 -
Bachelor of Mass Communication - Mass Communication
MTI University
04.2001 -
High School Diploma -
BBC Langauge School
04.2001 -