Mostafa Ayman Hefny

Head of Quality and Switchboard Operations Specialist

• Job Details:Monitored call quality to ensure top-notch service, providing coaching plans to improve agents' performance and addressing areas of weakness. Operated multiple communication systems simultaneously. Successfully resolved complex customer issues, maintaining a high first-call resolution rate and fostering long-term client relationships.

Complaints Resolution Specialist / Operations Specialist

• Job Details:Managed customer complaints while maintaining exceptional service quality. Acted as the escalation point for issue resolution and client concerns. Proactively analyzed customer feedback to identify trends and implemented improvements, driving enhanced service delivery.

Collections Specialist / Customer Service Specialist

• Job Details:Achieved top performer status for seven consecutive months. Managed client inquiries and provided tailored solutions to reduce outstanding debt. Increased customer retention by 15% through effective complaint resolution and personalized service.