Karim Sayed Abdel-Latif

Concentrix

• Real Time AnalystFull Time

  Sep 2023 - Present -1 yr, 10 months

  Egypt , Giza

  • Job Details:- Monitoring and analyzing Realtime Trends, Flagging any unauthorized Actions/Auxiliaries, identifying possible deficiencies in Overall Service-Levels and Delivery. - Updating MTD for Attendance Discrepancies and shift-swaps/Sick leaves/ Unpaid leaves/Emergencies/bereavements/..etc - Checking RDO status for Agents, for any possible preaches. - Monitoring agents` adherence for Auxiliaries Between Breaks/lunches/ meetings/after-contact work/AHT. - Participating in Generating IEX for Agents Schedules to ensure Shift adherence, for the Service level impacts.
• Senior Advisor ( SME )Full Time

  May 2023 - Sep 2023 -4 months

  Egypt , Giza

  • Job Details:- Mentored junior advisors, fostering professional development and enhancing overall team performance. - Increased team efficiency with regular training sessions and performance reviews, leading to higher productivity levels. - Providing full support to tenured and new hired Agents. Handling Supervisor calls ( Escalations ). - Provided expert guidance on policy implementation, ensuring compliance with regulatory requirements and reducing potential risks. - Issue resolution - problem solving : investigation.. - Call Transfer - Transfer rate ( Validation ) - Credit - CPC ( Validation ) - Providing Huddles ( Knowledge/soft-skills Refresher ) - Call listening Requests ( Case - Follow-ups ) - Driving performance ( KPIs) - ( indirectly ) : by providing some tips and tricks.
• Customer Support Representative ( Billing Specialist )Full Time

  Aug 2022 - May 2023 -9 months

  Egypt , Giza

  • Job Details:We did Handle billing inquiring :- - Misstatements amounts - Recalculating Ledgers - Checking promotions eligibility - Porting-in Lines - Changing plans - Changing Payment methods - Making payment arrangements - Bill Disputes - Line Activation - Protection plans - Upselling - cross-selling - etc..
• Technical Support Advisor ( Tier 2 )Full Time

  Aug 2021 - Jul 2022 -11 months

  Egypt , Cairo

  • Job Details:- Implemented feedback from customers to improve overall quality of support services provided by the team. - Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues. - Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients. - Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience. - We did handle inquiries about defective products by troubleshooting such as ( phones/tablets - PCs/laptops - Airpods, Etc..) - Engaging manufacturer for warranty and contact the third party sellers for further assistance (Refund - replacement - discounts ) And Retail inquiries as well :- - Unknown Charges - Account information change - Payment methods - Gift cards - Promotions - Subscriptions - etc..