Raed Ramzi

Customer Service Team LeaderFull Time

• Job Details:• Handling Team of 9 Customer Service Representative. • Handling Customers complaints about any of my Team Members. • Handling Team KPI’s: AHT, ACW, Outbound rate, Escalation rate, C-Sat/D-Sat, Call Quality, Call flow, and Issue resolution. • Call monitoring, Coaching, Side by side, and Remote monitoring. • Attending In-Shift Meeting / Weekly Supervisor Meeting with the E Commerce Manager to discuss our daily issues, challenges and come up with resolutions. • Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI. • Collaborating with Warehouse Leader, Logistics Leader and Accounting Leader to speed up any unattended or delayed issue resolution.

Customer Service Team LeaderFull Time

• Job Details:• Handling Team of 13 Customer Service Representative. • Handling Customers complaints about any of my Team Members. • Handling Team KPI’s: AHT, ACW, Outbound rate, Escalation rate, C-Sat/D-Sat, Call Quality, Call flow, and Issue resolution. • Call monitoring, Coaching, Side by side, and Remote monitoring. • Daily tasks such as; Seating plan, COPC Compliance, Client Compliance, update attendance/absence, reporting potential resignations, and submitting the Daily Outliers Sheet. • Attending In-Shift Meeting / Daily Supervisor Meeting with the Account Manager Assistant to discuss our daily issues, challenges and come up with resolutions. • Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI. • Collaborating with Real Time Management Team and Account Manager before attending Client Conference Call related to issues in Service Level / Intervals.