Fatma Adel Adel

Customer Service SupervisorFull Time

• Job Details:Lead and supervise a team of customer service staff, ensuring effective teamwork and communication, higher-level customer support, and continuous improvement. Train and mentor team members on company policies, customer service techniques, and handling complex customer issues. Monitor team performance and provide feedback, coaching, and formal evaluations to promote productivity and top-quality service. Handle escalated customer issues and resolve problems efficiently and with a customer-focused approach. Analyze customer service data and feedback to identify trends, make necessary adjustments. Collaborate with other departments to integrate customer service and streamline overall operations. Ensure compliance with company policies and regulatory obligations concerning customer interactions and data management. Prepare and present reports on departmental performance and goals.

Senior Customer Support Team LeaderFull Time

• Job Details:• Serve as the primary point of contact for all customer service inquiries, managing a team of customer service representatives to ensure they are providing excellent service to customers. • Responded to customer inquiries and complaints in a timely and professionally manner, escalating issues as necessary. • Monitored chats between representative and clients to ensure that are being handled in a timely manner. • Developed and implemented strategies to improve customer satisfaction levels. • Analyzed customer feedback to identify trends and areas for improvement. • Maintained up-to-date knowledge of company services. • Assist with the development of customer service policies and procedures. • Reviewed the morning and evening shift report and submit a daily report. • Prepared a report on the daily follow-up of the academy courses. • Create files for the courses on Google Sheet and upload them to Google Drive. • Set clear team goals and measure KPIs. • Communicate with the team about their performance.

Customer Service SupervisorFull Time

• Job Details:• Submitted a comprehensive report on the various problems faced our customers in the 33 branches and provided appropriate solutions for it. • Kept the team motivated and focused on the right direction all the times by identifying training needs through daily chat coaching. • Implemented innovative customer service strategies, resulting in a 40% reduction in customer support issues and a 15% improvement in first-chat resolution rate. • Dive deep in customer contacts, analyze data, and deliver insights that reveal opportunities on fixing issues and or driving Customer experience wins. • Worked on Genyses Cloud program, reviews chat between representative and customers. • Dealt with the most difficult customers in a quick willing, and professional manner, aiming to turn negative situations into positive outcomes and using available resources to solve problems. • Provided trustworthy feedback and after-sales support. • Developed and implemented processes to improve the customer experience and increase retention. • Built long-term relationships with new and existing customers. • Kept the team motivated and focused the right direction all the times by identifying coaching & training needs through daily chat coaching. • Set clear team goals and measure KPIs. • Overseen day-to-day teams' operation and performance. • Listened to team members’ feedback and resolve any issues or conflicts.