Sara Kamel

Operation Team Leader at Xceed Contact Center

Cairo, Egypt

Xceed Contact Center

Oct 2021 - Present -3 yrs, 8 months

Egypt

Job Details:Leading and supervising a team of customer service agents handling high-volume inbound calls. Ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Conducting regular coaching sessions and aligning team performance with business objectives. Managing and resolving escalated customer complaints with timely follow-up. Monitoring team metrics and implementing tailored development and improvement plans. Providing accurate and consistent information to customers using appropriate tools and systems. Maintaining a professional, empathetic approach in all customer interactions. Updating customer accounts and CRM systems promptly and accurately.

Xceed Contact Center

Jan 2020 - Sep 2021 -1 yr, 8 months

Egypt

Job Details:Providing direct support to customers through multiple communication channels, resolving escalated issues and ensuring high customer satisfaction, creating an inspiring and collaborative team environment, monitoring customer interactions and reporting service trends, collaborating with team leaders on performance improvement initiatives, engaging customers to increase sales and service value.