Radwa Ahmed Refaat

Operations Team Leader

• Job Details:Led and supervised a team of 18 call center representatives in a high-volume real estate environment, ensuring exceptional customer service and efficient operations. Developed and implemented operational strategies to streamline lead management, customer acquisition, and retention processes. Monitored key performance indicators (KPIs) and provided actionable feedback to improve team productivity and achieve sales targets. Coordinated training programs for staff, focusing on real estate-specific knowledge, communication skills, and compliance with industry standards. Ensured timely resolution of customer inquiries and concerns, maintaining a high level of client satisfaction. Collaborated with sales, marketing, and management teams to optimize workflows and align call center activities with organizational goals. Utilized CRM systems and call center software to manage and track performance metrics effectively. Played a pivotal role in fostering a motivated and results-driven team culture. Sent daily reports to the client, including a queue performance report and analysis for daily leads and homeowners. Conducted regular KPI assessments to measure the effectiveness of quality initiatives and drive continuous improvement.

Frontline Support SpecialistFull Time

• Job Details:Managed and resolved inbound calls, ensuring high levels of customer satisfaction. Served as the first point of contact for clients, addressing their inquiries and concerns promptly and professionally. Understood customer needs, provided accurate information, and escalated issues to the appropriate departments when necessary. Maintained detailed records of customer interactions and feedback to help improve service quality and efficiency.

Real Estate Broker

• Job Details:Oversaw property transactions, ensuring compliance with laws and providing guidance to clients throughout the buying or selling process. Highlighted experience in negotiating deals, understanding market trends, and managing client relationships.