Nader Farouk Zedan

Xceed

• Team LeaderFull Time

  Dec 2022 - Jan 2024 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:Manage a team of representatives and provide coaching and feedback along with performance reviews.  Cover mainly 100% from the detractor calls at the team level in addition to the random calls in the normal calls.  Coaching call center agents to enhance Quality.  Assist process quality department in terms of development.  Monitor call quality to ensure that customers are receiving high-quality service.  Motivate my team to achieve organizational goals with contests and prizes.  Maintain current knowledge for systems and procedures.  Provide feedback to team members to achieve desired results. Reach and maintain the contact center KPIs and SLAs by monitoring the daily load and oversee day-to-day performance and workflow.  Handle issues that are passed seasonal agents capabilities.  Submit regular daily and monthly reports to the management and suggest new ideas and strategies which improve the performance at the contact center.  Monitor and analyze daily inbound and outbound call statistics.  Provide guidance, instructions, directions and leadership to the team.  Assisted in new hire training.
• Senior CSRFull Time

  Feb 2021 - Dec 2022 -1 yr, 10 months

  Egypt , Cairo

  • Job Details:Answer phones from customers professionally and responded to customer inquiries and complaints. Handle and resolve customer complaints regarding and customer service problems.  Identify, escalated priority issues and report it to the high-level management. Achieve all the assigned KPIs such as (Quality, Targets, etc.…).  Attend all assigned calls promptly based on pre-set Call Center SLA’s and KPIs. Route calls to relevant departments and follow-up where necessary.  Handle customers' complaints professionally and respond with efficient solutions and escalate where necessary.  Generate daily Call Center reports.  Serve as the primary point of contact for customers, provide prompt and professional resolution to customer inquiries.  Maintain up to date knowledge of company products, service and policies.