Islam Khaled Abdelsalam

Xceed

• TeamleaderFull Time

  Mar 2020 - Present -5 yrs, 4 months

  Egypt , Cairo

  • Job Details:-Oversees a group of employees and motivates them to do their job efficiently. -Oversee day-to-day operation 'SL, Real Time, Hard calls, and client mails'. -Have qualities to make the team thrive, such as compassion, honesty and integrity. -Create an inspiring team environment with an open communication culture. -Set clear team goals. -Delegate tasks and set deadlines. -Monitor team performance and report on metrics. -Discover training needs and provide coaching. -Listen to team members’ feedback and resolve any issues or conflicts. -Recognize high performance and reward accomplishments. -Encourage creativity and risk-taking. -Suggest and organize team building activities. -Advised senior management on facilities needs and delivered ongoing operational support.
• TrainerFull Time

  Jan 2019 - Feb 2020 -1 yr, 1 month

  Egypt , Giza

  • Job Details:-Develop digital and print educational material (e.g. videos and manuals) -Monitored industry changes and adapted training to reflect trends and updates. -Organize classroom-style seminars about product features and sales techniques -Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management) -Identify individual and team skills gaps -Schedule regular training sessions (e.g. monthly or quarterly) -Ensure new hires take on basic sales training courses, including communication and troubleshooting skills -Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases) -Coordinate mentorship programs for new customer service representatives -Assess the impact of each educational course on staff performance and client satisfaction Maintain updated records of training curricula and material
• Customer Support RepresentativeFull Time

  Oct 2017 - Dec 2018 -1 yr, 2 months

  Egypt , Giza

  • Job Details:-Manage large amounts of incoming phone calls using scripts, giving detailed, personalized, friendly and polite service to ensure customer retention. -Identify and assess customers’ needs to achieve satisfaction. -Build sustainable relationships and trust with customer accounts through open and interactive communication. -Provide accurate, valid and complete information by using the right methods/tools -Handle customer complaints, provide appropriate solutions and alternatives within the time limit, follow up to ensure resolution -Keep records of customer interactions, process customer accounts and file documents -Trained new employees on how to use our system. -Follow company protocol and scripts to answer customer questions and provide product information, continually learning new product descriptions and participating in training opportunities to improve skills.