Khaled Ahmed Hamdy

Customer Experience SupervisorFull Time

• Job Details:• Developing, coaching, and managing team members to maximize their performance metrics, and KPIs. • Identifying risks, and issues to help in mitigating them with adhering to the policy and procedures. • Training staff in areas of customer service and company policies. • Managing queue coverage and emails flow to ensure proficient customer service. • Monitoring and authenticating returns, exchanges and voids. • Investigating and solving escalations. • Assisting with development and implementation of service policies, and explaining them to staff and customers. • Maintaining documentation related to customer service department activities. • Assisted in creating the training material and giving the training to the new agents (Soft skills, product knowledge).

Customer Support Team Leader (us Account)Full Time

• Job Details:• Developing, coaching, and managing team members to maximize their performance metrics, and KPIs. • Identifying risks, and issues to help in mitigating them with adhering to the policy and procedures. • Training staff in areas of customer service and company policies. • Managing queue coverage and emails flow to ensure proficient customer service. • Monitoring and authenticating returns, exchanges and voids. • Investigating and solving escalations. • Assisting with development and implementation of service policies, and explaining them to staff and customers. • Maintaining documentation related to customer service department activities.

Social Media SpecialistFull Time

• Job Details:• Engaging with the customers through innovative content. • Promote brand focused messages. • Creating engaging content. • Works with other departments to develop a social media timelines coinciding with new product releases. • Managing all company’s social media accounts. • Supporting customers with any issue they were facing with their profiles and applications