Farahnaz Mohamed Abdelfattah

Customer Care ManagerFull Time

Customer Service ManagerFull Time

• Job Details:• Provided strong leadership as a Team Lead for a group of Tele Customer Services Representatives, fostering a cohesive team environment and contributing to a massive increase in team performance metrics. • Demonstrated effective communication skills by coordinating daily operations, disseminating vital information, and maintaining an open channel for team feedback, resulting in a great improvement in team engagement and morale. • Oversaw the performance of Tele Customer Services Representatives, implementing coaching and development strategies that led to a big enhancement in customer satisfaction scores within the team. • Managed work allocation and optimized resource utilization within the team, resulting in a very good reduction in response times and an improved customer experience. • Nurtured a culture of problem-solving within the team, resulting in an enormous decrease in escalations to higher levels of support and demonstrating the team's capacity to address customer issues independently. • Conducted regular performance evaluations and provided constructive feedback to team members, contributing to their professional growth and development, as evidenced by an amazing increase in internal promotions..

Telesales RepresentativePart Time

• Job Details:• Selling medical equipment to the patients, which is totally covered by their health insurance. • Answer and direct 40+ calls daily, with goals including selling plans, managing patients’ accounts, responding to service queries, and cancelling accounts. •Trained 5 employees in using customer service software, as well as in basic duties and how to conduct calls. • Received a 90% average customer satisfaction rating and winning "Employee of the Month" in March of 2016. • Research and manage highly complicated accounts to provide comprehensive service to patients and assist upper management. • Closed sales at almost 90% rating, 40% higher than company average.