ASEEL SAMY

Customer Service Team LeadFull Time

• Job Details:Finalized inbound & outbound scripts for calls, chats & emails. Managing 16-20 multi functional agents. Scheduled 54 agents on 16 hours rotational shifts. Ensure that any internal conflicts are warded off immediately so that they do not affect customers directly or indirectly. Handle customer service human resource tasks by interviewing, selecting, orienting and training employees to provide good customer services. Provide both new and existing employees with information on company’s policies and customer service protocols. Record and review customers’ calls to ensure that customer service representative is providing a proper level of service. Take over any query or question that representatives cannot handle and attempt to satisfy customers. Take telephone calls from customers in the event of staff shortages and ensure that customers are provided with information or help that they are seeking. Handle/Follow up on customers’ complaints in a proactive manner to resolving the issue on an immediate basis. Issue compensations, refunds or rewards to customers. Maintain accurate records of conversations with customers. Monitor the work of customer service representatives and provide them with feedback for improvement or motivational purposes. Manage staff appraisals and keep up to date with industry changes and demands. Arrange team building and staffing events.

Apple Technical Support LeadFull Time

• Job Details:Decreased exception rates by 60% over 6 months. Developed time-saving email templates. Handling Hardware/Software related escalations from junior level. Directly handling customer complaints and issues. Conducted best practice sessions to juniors.

Account ManagerFull Time

• Job Details:Developed efficiency-enhancing workflow/process improvements. Standardizing ordering & follow up procedures. Improved the response-rates of direct marketing campaigns by developing events and round tables. Increased promoted sales by 30% over 12 months. Increased awareness by 75% over 24 months.