Youssef Gaafar
Customer Experience Manager
Giza,Warraq El-Hadar
Summary
As Team Manager at Foundever, my focus is on guiding and supporting my team to meet organizational goals effectively. My role involves monitoring performance metrics, analyzing progress, and collaborating with senior management to ensure alignment with company objectives.
With certifications in Lean Six Sigma Black Belt, Quality Management, and Emotional Intelligence, I bring expertise in customer service, research skills, and project planning. My commitment lies in driving high-quality service delivery and fostering team development to achieve operational excellence.
Overview
5
5
years of professional experience
2
2
Languages
15
15
Certificates
Work History
Pre-Travel Advisor
Alorica
Giza
12.2023 - 03.2024
I got trained on ASTRAL System as tool for ticketing and pre-travel. Then in a short period, I managed to get upskilled to serve post-travel then Customer Relations lines of business.
Technical Support
Concentrix
03.2023 - 12.2023
I was responsible for approvals of the refund and social media with customers, and when it came to a technical issue.
English Instructor
MODLI Alex
03.2022 - 03.2023
I have worked as an instructor in many places but at this place, I spent my military service as an instructor for some officers and civilians by representing the Egyptian Army and sometimes as an interpreter.
Telesales Representative
Vodafone
04.2019 - 12.2019
I have learnt lots of skills from this period. The most significant skill is convincing someone with somthing they dislike or are afraid of.
Education
Quality Improvement - Lean Six Sigma Green Belt
Six Sigma School
Cairo, Egypt 09.2023 - 12.2023
Developing Emotional Intelligence -
Skillsoft
07.2023 - Jul 2023
Using Active Listening in Workplace Situations -
Skillsoft
07.2023 - Jul 2023
Bachelor of Arts - English Literature
Cairo University, Egypt
Giza, Egypt 09.2017 - 06.2021
Skills
Teamwork and Collaboration
Business Development
Organizational Skills
Effective Communication
Teamwork and Collaboration
Accomplishments
In Concentrix, I was recognised as a top achiever for the consistency in my performance for three months. Furthermore, before leaving them I applied a project to reduce the cycle time on the production floor.
Certification
Certified Lean-Six Sigma Green Belt
Timeline
Certified Lean-Six Sigma Green Belt
12-2023
Pre-Travel Advisor
Alorica
12.2023 - 03.2024
Quality Improvement - Lean Six Sigma Green Belt
Six Sigma School
09.2023 - 12.2023
Developing Emotional Intelligence -
Skillsoft
07.2023 - Jul 2023
Using Active Listening in Workplace Situations -
Skillsoft
07.2023 - Jul 2023
Technical Support
Concentrix
03.2023 - 12.2023
English Instructor
MODLI Alex
03.2022 - 03.2023
Telesales Representative
Vodafone
04.2019 - 12.2019
Bachelor of Arts - English Literature
Cairo University, Egypt
09.2017 - 06.2021