Khaled ElBayoumi

Kashier Payment Solutions

• Technical Support AdvisorFull Time

  Sep 2022 - Present -2 yrs, 10 months

  Egypt , Cairo

  • Job Details:- Successfully resolved over 95% of technical issues reported by customers within the first contact. - Integrate around 70 different websites monthly including WooCommerce, Shopify, WIX, Odoo, Magento, PrestaShop, OpenCart, CS-Cart, and different programming language websites. - Developed a troubleshooting guide that improved the first-call resolution rate by 15% and reduced escalations to Tier 2 support by 25%. - Developed and maintained a knowledge base of technical solutions and best practices, reducing the time required to resolve complex issues by 30%. - Worked closely with the product development team to identify and prioritize customer feedback, resulting in a 15% increase in customer retention.
• Customer Support Team LeaderFull Time

  Sep 2022 - Present -2 yrs, 10 months

  Egypt , Cairo

  • Job Details:- Monitor average call length, quality, and overall team volume and provide feedback and coaching to 14 team members for over 6 months. - Investigated and resolved about 20 escalated customer issues monthly by using active listening, empathy, and problem-solving skills. - Trained 14 new customer service team members on using Freshdesk ticketing system, Zoho CRM software, Agent Portal Software, 3CX Call center module, SOP, and following company policies. - Led a team of 14 customer service representatives and achieved the highest customer satisfaction score in the department. - Ensured that tickets and Calls SLA, Quality, Conformance, Adherence, and CSAT targets are met. - Conduct 4 one-on-one coaching sessions monthly in an organized manner. - Created around 40 reports for the director of customer services on team performance weekly, customer satisfaction, and improvement plans monthly. - Suggested new procedures to improve customer service SLA to enhance the speed of the service provided and implemented them with approval from management. - Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
• Sr. Customer Success SpecialistFull Time

  Jun 2022 - Sep 2022 -3 months

  Egypt , Giza

  • Job Details:- Maintained an average customer satisfaction rating of 98% during 3 months. - Successfully handled an average of 50 customer inquiries per day, with an average first-response time of less than 30 seconds. - Worked closely with the sales team to resolve customer issues for high-value accounts, resulting in a 20% increase in customer retention.

Orcas

• Retention SpecialistFull Time

  Dec 2020 - Apr 2021 -4 months

  Egypt , Giza

  • Job Details:I was responsible for designing and implementing customer retention strategies to increase loyalty and retain business. I was responsible for analyzing customer feedback, negotiating with customers, implementing retention strategies, and compiling reports for sales managers.
• Escalation SpecialistFull Time

  Dec 2020 - Apr 2021 -4 months

  Egypt , Giza

  • Job Details:I was responsible for handling and managing complaints and escalations from clients and customers for the company. I was responsible for managing escalations relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues
• Sales and Operation LeadFull Time

  Sep 2020 - Apr 2021 -7 months

  Egypt , Giza

  • Job Details:- Achieved 120% of sales targets in the first quarter of the year, resulting in a significant increase in revenue. - Developed and maintained relationships with key accounts, resulting in a 20% increase in customer retention. - Conducted regular training sessions for the sales team, resulting in a 25% increase in product knowledge and sales effectiveness. - Conducted regular performance reviews for the sales team, providing feedback and coaching that led to a 10% improvement in overall team performance.