Wessam Lotfy Ibrahim

Call Center Team Leader at Wasla Outsourcing

Nozha, Cairo, Egypt

Wasla Outsourcing

Jan 2016 - Present -9 yrs, 5 months

Egypt , Cairo

Job Details:• Inspired each and every team member to perform and produce their best. • Determined the duties and responsibilities of individuals in a team. • Analyzed the individual performance of each team member and motivated them to perform even better. • Organized training workshops to improve the performance of the members who were lagging behind in terms of performance. • Analyzed the assigned projects and distributed tasks to the members as per their area of expertise. • Reported any problem or fault in the project to the project manager or supervisor. • Offered solutions to the top management regarding project-related queries.

Wasla Outsourcing

Jan 2011 - Dec 2012 -1 yr, 11 months

Egypt , Cairo

Job Details:• Handling customer calls. • Enter customer details and other information in an accurate and efficient manner to the relevant systems. • Receive work orders and enter them on the system. • Receive inquiries, answer them and log them on the system. • Provide support to customers over the phone. • Troubleshooting customer's problems. • Handle complaints, even when handling unpleasant customers. • Build a long-term relationship with the customer. • Be proactive with customer queries in terms of follow up and escalation. • Escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution.

Wasla Outsourcing

Jan 2010 - Dec 2015 -5 yrs, 11 months

Egypt

Job Details:• Mentored and nurtured new hire call center agents. • Trained agents on new updates to the product. • Took over escalation calls in case required • Delivered customer service to customers who called into the call center. • Built customer satisfaction and loyalty by providing best customer service. • Provided timely and effective resolution to a range of customer queries related to the product/ service. • Strive for one-call resolution of customer issues. • Complete ongoing training to stay abreast of product, service and policy changes. Additional Tasks: • Data Entry • Prepares source data for computer entry by compiling and sorting information; establishing entry priorities. • Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution. • Maintains data entry requirements by following data program techniques and procedures. • Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data. • Maintains customer confidence and protects operations by keeping information confidential. • Sending on hand reports to sales team. • Emailing • Outbound calls to ask customers about email address and collect prepare report to send it to Electrolux for survey.