Mostafa Ayman Hefny

Head of Quality and Switchboard Operations Specialist

• Job Details:Enhanced service quality standards by designing and implementing QA frameworks for inbound and outbound calls, achieving a 15–25% increase in customer satisfaction (CSAT/NPS) within the first year. Developed and delivered training programs for call center staff, resulting in a 30% improvement in first-call resolution (FCR) and a measurable decline in repeat calls/complaints. Reduced customer complaints by 25% through proactive quality checks, trend analysis, and corrective coaching sessions.

Complaints Resolution Specialist / Operations and Brandkeeping Specialist

• Job Details:Resolved 95%+ of escalated complaints within SLA, turning potential detractors into loyal customers and preserving long-term client relationships. Reduced complaint recurrence by 30% through root-cause analysis, corrective action plans, and proactive follow-ups with clients. Standardized complaint-handling workflows, resulting in a 20% faster resolution time and higher customer satisfaction scores.

Collections Specialist / Customer Service Escalation Specialist

• Job Details:Achieved 90%+ recovery rate on overdue accounts, consistently meeting and exceeding monthly collection targets. Reduced bad debt exposure by 20% through proactive outreach, negotiation strategies, and tailored repayment plans. Handled high-level customer escalations, de-escalating tense situations, and achieving resolution without service disruption or customer attrition.