Talaat Khaled Husseen

Team LeaderFull Time

• Job Details:· Consistently managed 22 customer service champions, effectively resolving issues and maintaining the set (KPI’S) Quality 85% and AHT less than 300 seconds, which resulted in top ranking out of 8 teams. · Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. · Reviewed repeated issues within operations and business management to solve problems and improve company outcomes, and used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions for the customer’s repeated issues from the root cause. · goals 85%. · Managed department contact volume of 3000 calls,1600 emails and 3000 web chats per day and coordinated department schedules to maximize coverage during peak hours. · Completed documentation and logs each day and generated weekly reports detailing activities to submit to assistant Manager. · Collaborated with customer service Manager to improve customer service processes and support structures company-wide. · Completed special projects by using effective decision making, critical thinking and time management skills · Establishing and developing contact centers from scratch according to the international standards (COPC) Coached team members in customer service techniques, providing feedback and encouragement toward reaching customer service goals

Sales RepresentativeFull Time

• Job Details:Established excellent sales ability and strong interpersonal skills with a confident and persuasive approach. Overcame objections using friendly, persuasive strategies. Provided information about available products and services including membership details and purchase advantages. Made an average of 80 outbound and inbound calls per day. Explained product prices and packages as well as answered questions and addressed concerns of customers. Recorded contact information of customers and potential customers. Answered inbound telephone calls from interested customers. Displayed excellent sales skills and understanding of such skills. Set up appointments with interested customers according to schedule availability. Delivered scripted sales talks to customers reached via manual and automatic dialing systems.