Sondos Abdallah Abdelaziem
Operations Team Leader
Cairo
Summary
Accomplished Operations and Telesales Team Leader with over six years of experience in customer service, team management, and performance optimization. Proven expertise in service recovery, sales leadership, and employee engagement. Adept at driving customer satisfaction and achieving business goals through strategic planning and team development. Seeking an Operations Manager role to further enhance organizational success.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Sales Operations Team Leader
Vizyclinic
10.2024 - Current
- Manage and mentor a team of telesales representatives to meet and exceed monthly sales targets.
- Develop and implement effective sales strategies, resulting in a 15% increase in conversion rates.
- Monitor team performance, provide regular feedback, and design training programs to enhance skills.
- Ensure customer satisfaction by addressing escalated inquiries and maintaining a professional sales approach.
Non-Voice Operations Team Leader
Etisalat Global Services
Cairo
08.2023 - 02.2024
- Led a team of 15–20 advisors managing customer inquiries and complaints via chat and outbound calls.
- Improved customer satisfaction by optimizing workflow processes and resolving complex issues.
- Conducted performance evaluations and implemented improvement plans for team members.
Voice Operations Team Leader
Etisalat Global Services
Cairo
11.2021 - 08.2023
- Supervised a team of 10–20 advisors in service recovery and expert desk operations.
- Increased customer satisfaction rates through effective complaint resolution strategies.
- Conducted training sessions to maximize team productivity and service quality.
Blended Operations Advisor
Etisalat Global Services
05.2020 - 11.2021
- Handled over 20 customer complaints daily, achieving a 100% quality performance record.
Specialized in resolving complex service issues to enhance customer retention.
Customer Service Agent
Raya Contact Center
02.2020 - 05.2020
- Managed 50+ customer inquiries daily, delivering prompt solutions for Etisalat UAE home services.
- Provided comprehensive support for British Council operations by addressing product and service inquiries.
Customer Service Agent
Telecom Egypt
Cairo
07.2018 - 02.2019
- Resolved technical complaints for home internet services, ensuring timely and effective solutions.
- Utilized advanced diagnostic tools to streamline problem-solving processes.
Education
Ph.D. - Business Accountancy
Ain Shams University
Egypt, Cairo 09.2014 - 07.2018
Skills
- Team Leadership and Sales Strategy
- Performance Management and Team Coaching
- Creative Problem-Solving and Decision-Making
- Strong Communication and Interpersonal Skills
- Proficiency in Word, Excel, and PowerPoint
Certification
Mini Master's In Business Administration
Hobbies
- Writing Quotes
- Traveling
- Fashion Designing
Languages
- Arabic: (Native)
- English: (Proficient)
- French: (Basic)
Timeline
Sales Operations Team Leader
Vizyclinic
10.2024 - Current
Mini Master's In Business Administration
12-2023
Non-Voice Operations Team Leader
Etisalat Global Services
08.2023 - 02.2024
Voice Operations Team Leader
Etisalat Global Services
11.2021 - 08.2023
Blended Operations Advisor
Etisalat Global Services
05.2020 - 11.2021
Customer Service Agent
Raya Contact Center
02.2020 - 05.2020
Customer Service Agent
Telecom Egypt
07.2018 - 02.2019
Ph.D. - Business Accountancy
Ain Shams University
09.2014 - 07.2018
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