Rafik Samir Michael

Hotline managerFull Time

• Job Details:Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics monitoring and analyzing results; implementing changes. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. -Accomplishes company objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining the department employees communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. -Achieves customer service objectives by contributing customer service information, systems, and recommendations to strategic plans and reviews; preparing and completing action plans implementing production, productivity, quality, and customer service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. -Meets customer service financial objectives by forecasting requirements; preparing an annual budget Scheduling expenditures; analyzing variances; initiating corrective actions

Client Services Call Center SupervisorFull Time

• Job Details:Vital in providing quality customer support and troubleshooting related to daily inbound call issues in this fast-paced, high-volume call center. Managed 10 staff members taking on 700+ calls daily, ensuring accurate technical resolution and data entry into Siebel. Provided high standards of internal quality assurance and employee management – utilizing direct communication across all business units to accurately prepare reports. Point of contact for problem resolution in managing escalations and transferring calls to the correct resources to provide the right business impact. Call Center Workforce Management: Acted as the resource in training Call Center Personnel – receiving excellent recognition and a strong commitment in patience while teaching daily functions to the transitioned teams. Efficient Inquiry & Answers: Performed at a high-quality level – maintaining rigorous confidentiality website information, procedures, and correspondence while meeting tight deadlines. Process Improvement: Partnered with IT to create and implement a new system in order to decrease the number of misdirected calls received – enabling the staff to assist with other department projects.

Corporate Complaints Back office& Retention AdvisorFull Time

• Job Details:Promoted due to leadership, focus, and project management skills. Received and processed customer incoming complaints, churn requests, Communicate effectively with other departments. Delivered exceptional service to participants, interfacing cross-functionally and with internal and external members/vendors to strategize on ways to handle escalated complaints and report on record research. Awards: Received Company Award for Employee of the Month many times. Subject Matter Expert: Kept up-to-date on new products, system changes, and new procedures by attending implementation meetings, training sessions, and reading and referring to updated materials