Tarek Khaled
Contact Center Operation Specialist
Cairo
Summary
Dynamic and results-driven professional with extensive experience at Amazon, excelling in call center operations and technical troubleshooting. Proven track record of enhancing customer satisfaction through effective communication and problem-solving skills. Recognized for leadership in mentoring teams and achieving high-quality service standards, fostering a collaborative and goal-oriented environment.
Overview
5
5
years of professional experience
Work History
Contact Center Associate
Amazon
03.2025 - Current
- Hyper activity inbound insource account serving Au reagion
- Implementing pervious work experience to insure meeting with new market need and regional culture
- Enhanced team performance by consistently meeting and exceeding contact center KPIs.
- Adapted communication styles based on individual client preferences, ensuring a personalized experience for each interaction.
- Maintained high-quality standards by adhering to company policies and procedures during all interactions.
- Exceeded customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.
Advance Technical Support Associate
Sutherland Global Service
07.2023 - 01.2025
- Teir2 techincal support associate for AT&T American Telephone and Telegraph Company
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Contributed to a positive work environment by consistently exhibiting a strong work ethic and dedication to customer satisfaction.
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
Team Leader Retention and Collection
Etisalat UAE
09.2020 - 06.2023
- Handling daily middle management tasks for inbound and outbound offshore account with hyper activity
- Q observation / meeting interval figure / management reports / cruises reporting center alignment / controlling workflow based on business need / answer and handle SV call request
- Handling Team of average 16 member tasks including quality monitoring for all team interaction's on weekly bases and with randomly patterned to maintain clint standers all time and provide needed support with simple yet effective methods
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Education
Bachelor in Quality Control - Process Quality Engineering
Worker University Nasr City
Cairo, Egypt 04.2001 -
Skills
Microsoft Office
Leadrship
Goal oriented
Technical troubleshooting
Call center operations
Language skills
Cultural awareness
Email etiquette
Escalation management
Dispute resolution
Problem-solving skills
Timeline
Contact Center Associate
Amazon
03.2025 - Current
Advance Technical Support Associate
Sutherland Global Service
07.2023 - 01.2025
Team Leader Retention and Collection
Etisalat UAE
09.2020 - 06.2023
Bachelor in Quality Control - Process Quality Engineering
Worker University Nasr City
04.2001 -