Fouad Mahmoud Douhan

Sr. Supervisor, Technical Complaint HandlingFull Time

Team leader, call center - DSL, customer careFull Time

Customer Service & Technical support Team LeaderFull Time

• Job Details:A- Manage the call center operations in the absence of SPVs. / Manager B- Responsible for the call center agent’s performance. Perform daily coaching and monitoring for team members. C- Manage the customer support DSL team and help them to troubleshoot and solve the problems. (technical and financial) D- Monitor the incoming calls to determine if these calls related to a general problem or not and take the required action (analyzes the calls using samples from my team report the result to the responsible department generate a script to be used by my team to deliver the same information to the customers). E- Generate and make the shift/daily and weekly reports to the call center mangers and generate new reports if needed. Using CRM reporting and Cisco CRS historical reports. F- Generate weekly reports for my DSL team. G- Handle the escalated calls and angry customers, handle escalated cases from the teams needed H- Conduct periodical meeting with team, lead the team to reach the defined objective and service quality level. I- Train the new agents on the customer service work flow, devise the training program for the team as needed. J- Explain the new services to the agent and train them to be able to handle the customer's problems in these services.