islam abdel wadood abdel aziz

Customer experience supervisor for Distributel, Acanac and Yak at Concentrix

Obour City, Cairo, Egypt

Concentrix

Jun 2022 - Present -3 yrs, 1 month

Egypt , Cairo

Job Details:- handle customers' escalations and listen to the calls if needed - listen to team members calls and run quality scores - Deal with other departments for related common issues - monitor agents performance and overall queue - coach team members - support team members and answer their inquiries - Acting as a delegate manager when the team manager is not in duty - acting as chain between manager and team member - Deal with client's escalations and concerns related to team members

Concentrix

Jun 2022 - Present -3 yrs, 1 month

Egypt , Cairo

Job Details:- handle customers' escalations and listen to the calls if needed - listen to team members calls and run quality scores - Deal with other departments for related common issues - monitor agents performance and overall queue - coach team members - support team members and answer their inquiries - Acting as a delegate manager when the team manager is not in duty - acting as chain between manager and team member - Deal with client's escalations and concerns related to team members

Customer experience supervisor for Distributel, Acanac and YakFull Time
Jun 2022 - Present -3 yrs, 1 month
Egypt , Cairo
- Job Details:- handle customers' escalations and listen to the calls if needed - listen to team members calls and run quality scores - Deal with other departments for related common issues - monitor agents performance and overall queue - coach team members - support team members and answer their inquiries - Acting as a delegate manager when the team manager is not in duty - acting as chain between manager and team member - Deal with client's escalations and concerns related to team members
Senior customer service advocate for DistributelFull Time
Oct 2019 - May 2022 -2 yrs, 7 months
Egypt , Cairo
- Job Details:- Receiving customers calls, respond to their inquiries and requests. - Explain the billing history and payments transactions. - Identify and escalate issues - Retain customers with available and suitable offers in case of cancellation requests - Route calls to appropriate resource if needed - create opportunities for upselling and offering adding new services and features - follow up with customer's calls when necessary - support, help and educate new agents - handle special tasks; i.e. validate sales orders, escalation calls, validate onboarding tickets for new customers - acting as supervisor, for escalations and monitor agents performance

Concentrix

Sep 2019 - May 2022 -2 yrs, 8 months

Egypt , Cairo

Job Details:- Receiving customers calls, respond to their inquiries and requests. - Explain the billing history and payments transactions. - Identify and escalate issues - Retain customers with available and suitable offers in case of cancellation requests - Route calls to appropriate resource if needed - create opportunities for upselling and offering adding new services and features - follow up with customer's calls when necessary - support, help and educate new agents - handle special tasks; i.e. validate sales orders, escalation calls, validate onboarding tickets for new customers - acting as supervisor, for escalations and monitor agents performance