khaled zakaria

Acting Call Center Supervisor

• Job Details:Supervised and coached 70+ agents handling inbound/outbound banking inquiries. Monitored key KPIs (AHT, FCR, SLA, CSAT), conducted performance reviews, and ensured compliance with bank policies. Resolved high-level customer escalations while maintaining data protection standards. Organized shift schedules, managed staffing levels, and led quality assurance audits. Initiated process improvements that significantly enhanced service delivery.

Team Leader VIP

• Job Details:Created an inspiring team environment with an open communication culture. Set clear team goals, delegated tasks and set deadlines across the internal team. Oversaw day-to-day operation, monitored team performance and reported on metrics. Discovered training needs and provided coaching. Listened to team members’ feedback and resolved any issues or conflicts. Recognized high performance and rewarded accomplishments. Encouraged creativity and risk-taking. Suggested and organized team building activities.

Customer Support Representative

• Job Details:Solved customer technical issues. Provided customers with the organization's service and product information. Followed up complicated customer calls when required.