Diaa ragheb Abdelazeem abdelmaksoud

Head of Customer Service Sector

• Job Details:Successfully introduced innovative strategies to improve quality of customer service, productivity and profitability. Lead and manage a team of forty six customer service agents. Collate and analyze data to identify strategies for improvement of service and productivity. Ensure the consistent achievement of customer service levels and standards. Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions. Collection of maintenance deposit differences. Follow up the implementation of services and maintenance orders with the supporting departments. Supervised total department call volume of 60 per day. Improved service quality and increased sales by developing strong knowledge of company's products and services. Generated and distributed daily reports and order acknowledgements to appropriate personnel. Oversaw training of new team members to promote productivity, accuracy and friendly service. Evaluated CRM reports regularly, actioning improvements to achieve impressive results. Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement. Improved productivity by providing CSR performance feedback for corrective action.

Customer Service Manager

• Job Details:Successfully introduced innovative strategies to improve quality of customer service, productivity and profitability. Lead and manage a team of forty six customer service agents. Collate and analyze data to identify strategies for improvement of service and productivity. Ensure the consistent achievement of customer service levels and standards. Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions. Collection of maintenance deposit differences. Follow up the implementation of services and maintenance orders with the supporting departments. Supervised total department call volume of 60 per day. Improved service quality and increased sales by developing strong knowledge of company's products and services. Generated and distributed daily reports and order acknowledgements to appropriate personnel. Oversaw training of new team members to promote productivity, accuracy and friendly service. Evaluated CRM reports regularly, actioning improvements to achieve impressive results. Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement. Improved productivity by providing CSR performance feedback for corrective action.

Customer Service Assistant

• Job Details:Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction. Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests. Built rapport with customers through courteous and professional communications. Mentored junior team members on methods to provide outstanding service to customers. Monitored email to promptly collect and respond to complaints. Collection of maintenance deposit differences. Follow up the implementation of services and maintenance orders with the supporting departments.