karim mahmoud-كريم محمود

Call Center Supervisor

• Job Details:Leading a team of 20 agents across shifts to handle high-volume orders and inquiries. Designed and implemented a full call center system including quality review, customer feedback, and training materials. Managed daily reporting, shift planning, and customer complaint resolution within 10-minute SLA. Developed a full sales and service call script in Egyptian Arabic. Built a feedback system via Google Forms linked to AppSheet for real-time tracking. Maintained high service quality despite limited manpower and external challenges.