George Essam Shafik

Concentrix

• Italian Team LeaderFull Time

  Nov 2016 - Aug 2018 -1 yr, 9 months

  Egypt , Giza

  • Job Details: Enhancing the performance and efficiency of the team.  Managing people under agreed development plans.  Achieving high quality of service.  Achieving technical expertise and timelines of support delivered from the team.  Achieve employee satisfaction/development.  Responsible for all types of monitoring the interactions with customers.  Responsible for communicating policies & procedures to Support Professionals.  Responsible for providing feedback and reports to client.  Assures compliance of metrics & procedures.  Provides feedback & coaching to Support Professionals to improve service quality.  Reviews daily, weekly, monthly and quarterly operational reports.
• Italian customer support professionalFull Time

  Aug 2015 - Nov 2016 -1 yr, 3 months

  Egypt , Giza

  • Job Details:-Attracts potential customers by answering product and service questions in Italian language; suggesting information about other products and services. -Opens customer accounts by recording account information. -Maintains customer records by updating account information. -Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.