Moamen Gamal Mohamed

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Customer Service Team Leader

Professional Services Co

Jul 2024 - Current (2 years)

Outsourcing/Offshoring Company with 51-100 employees. -Support agents in their daily activities to ensure the fulfilment of orders and The achievement of operational targets set for team members. -Enhance customer experiences and satisfaction by equipping agents with The necessary tools and skills to efficiently and effectively address inquiries, Transactions, and complaints. -Facilitate coaching sessions on a daily, weekly, and monthly basis for agents, Focusing on system issues, standard operating procedures, skills development, Attitude, and applications to identify areas for improvement and establish Action plans with thorough follow-up. -Provide constructive feedback and training suggestions. -Implement corrective action procedures as

Customer Experience Team Leader

Tabby

May 2023 - Jun 2024 (1 year 2 months)

Work closely with the team, motivating and coaching them. Facilitate meetings with supervisors to discuss performance issues and provide feedback on progress. Participate in Quality monitoring, Manage a performance improvement routine, set priorities and improve procedures towards achieving SLAs Ensure training and development plans are maintained for all team members. Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved. Manage the fair and consistent application of performance management and disciplinary measures as necessary. Support the Operations Manager to highlight operational risks and areas for improvement. Lead and inspire a team to deliver excellent individual/team perform

Operations Team Leader

Webhelp

Sep 2021 - Apr 2023 (1 year 8 months)

• Managing a team of 20 to 25 FTE' • Client/Customer/People Management • Drive Performance in the team to meet targets • Manage the daily team activities and ensure the daily operations run smoothly. • Drive Team adherence and manage monthly scheduling. • Handling Escalations • Manage key business metrics like SLA's and CSAT • Run reports & conduct a thorough analysis of SLA misses. • Drive Continuous Improvement in the team along with metrics improvement • Generate dashboard and scorecards for the Team for review.

Subject-Matter Expert (SME) / Senior Agent

Webhelp

Jan 2021 - Sep 2021 (9 months)

[IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] [IMAGE] • Performance management and appraisals for the entire Team. • Weekly Reviews to the Management on key deliverables. • One-on-one with the team and scheduled Monthly Team meetings. • Feedback and Coaching • Knowledge management for the team and quality control • Apply performance management strategies - action plans. • Responsible for people/employee career development Outsourcing/Offshoring company managing the DIDI South Africa account with over 1000 employees. -training new hires, delivering sessions, and mentoring new agents. -act as a resource for customer service representatives (CSRs), answering complex questions, resolving

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Dispatch Coordinator

hungerStation KSA

Jan 2019 - Feb 2021 (2 years 2 months)

Food Services/Restaurants/Catering with over 1000 employees. -Receive Orders: Take incoming orders through phone calls, apps, or online platforms. -Order Entry & Verification: Accurately enter order details into the system, verifying items, quantities, and customer information. -Payment Processing: Collect payments securely or ensure payment information is correct for online orders. -Order Dispatching: Assign orders to available delivery drivers based on location, urgency, and driver capabilities (e.g., special equipment for hot/cold food). -Order Tracking: Monitor order progress, communicate updates to customers (estimated delivery times), and address any issues (missing items, delays). -Driver Management: Track driver availability, optimi

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Shift Supervisor

BIM Misr

Apr 2018 - Dec 2018 (9 months)

-Customer Service: Address customer inquiries, resolve issues, and ensure a positive shopping experience. This might involve answering questions about products, processing returns, or handling complaints. -Team Management: Motivate and support your team throughout the shift. Delegate tasks effectively, answer their questions, and provide coaching as needed. -Inventory Management: Monitor stock levels and ensure products are properly priced and displayed. You might also handle tasks like restocking shelves or assisting with cashier breaks. -Cash Handling: Oversee cash register operations, ensuring smooth transactions and adherence to company policies. This could involve managing cash drawers, handling voids or refunds, and dealing with discr

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Retail Advisor

BIM Misr

Nov 2017 - Mar 2018 (5 months)

• Welcomed customers and assisted with product purchases. • Increased sales by providing personalized service. • Recommended merchandise and helped with large purchases. • Organized merchandise for visually appealing displays.

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Subject-Matter Expert

Etisalat International

Apr 2017 - Jul 2017 (4 months)

• Reduced escalated call resolution time by {30%} by providing expert product knowledge. • Resolved complex technical issues. • Upsold and cross-sold suitable add-on services. • Processed customer requests and investigated billing issues.

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Customer Service Representative

Etisalat International

Jul 2016 - Mar 2017 (9 months)

• Improved customer satisfaction by {25%} by answering {100} product and service queries per day. • Promoted products and services. • Assisted with technical problems.

Moamen Gamal Mohamed

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