Elhassan Lotfy Abdelsamee

Concentrix

• TeamleaderFull Time

  Dec 2023 - Present -1 yr, 7 months

  Egypt , Giza

  • Job Details:- Investigate and resolve customer complaints and queries – particularly the esclated ones. - Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA. - Continuously monitor the performance of the team, and craft tailored development plans for each member. - Monitor adherence and conformance to shifts and schedules.
• Quality evaluatorFull Time

  Nov 2022 - Dec 2023 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:- Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels. - Give recommendations for process improvements based on agent development and the customer experience and feedback. - Help in designing quality rules and guidelines to achieve the highest performances with team managers. - Compile and track performance for teams and individual level.
• Customer Support RepresentativeFull Time

  May 2020 - Nov 2022 -2 yrs, 6 months

  Egypt , Giza

  • Job Details:Has been chosen between best agents to join wave one in Amazon B2B starting from Augast 2021 till novamber 2022