Waleed Safwat Mohamed

Amazon

• CS Operations Team ManagerFull Time

  Aug 2024 - Present -10 months

  Egypt , Cairo

  • Job Details:-Leading a team of approximately 20 associates; responsible for overall direction, coordination, and evaluation of the team. -Tracking team performance such as AHT, adherence, conformance. -Organizes, prioritizes and schedules work assignments to meet business needs. -Manage the workforce, develop and maintain staff scheduling and capacity planning -Address escalated customer issues and provided timely resolutions. -Ensure all agents adhere to company policies and standards for customer service. -Stay updated on Company best practices to enhance team performance. -Identifying and eliminating barriers to accuracy, productivity, and quality. -Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes.
• Subject Matter Expert ( DE Account )Full Time

  Dec 2023 - Jul 2024 -7 months

  Egypt , Cairo

  • Job Details:- Providing knowledge, resources, and information to support agents. - Addressing customers' concerns accurately and timely. - Assisting advisors with material requests and account updates. - Coaching and training agents on improving customer interaction and offering advisors guidance.
• CS Quality AnalystFull Time

  Oct 2022 - Dec 2022 -2 months

  Egypt , Cairo

  • Job Details:- Monitor and listen to recorded customer service calls, providing feedback to call center agents on areas of improvement. - Analyze call data to identify trends and recommend process improvements to increase customer satisfaction. - Score calls using a pre-determined set of criteria, documenting results in a detailed report. - Participate in calibration sessions with other quality analysts to ensure consistent scoring. - Escalate serious issues identified during monitoring to the appropriate management channels. - Generate monthly reports summarizing quality assurance findings and make recommendations for improving call center operations. - Train new call center agents in company policies and procedures, as well as best practices for providing excellent customer service. - Assist with the development and implementation of new call center processes and procedures.
• Human Resources CoordinatorFull Time

  Apr 2022 - Sep 2022 -5 months

  Egypt , Cairo

  • Job Details:- Update our internal databases with new employee information, including contact details and employment forms. - Maintain the general filing system and file all correspondence (original doc, resignations, vacations & clearance forms) - Orientation for the new comers. - Gather payroll data like leaves, working hours and bank accounts. - Screen resumes and application forms. - Schedule and confirm interviews with candidates. - Post, update, and remove job ads from job boards, careers pages and social networks. - Conduct exit interview by one-to-one meeting. - Prepare HR-related reports as needed. - Address employee queries about benefits (like number of remaining vacation days) - Review and distribute company policies in digital formats or hard copies.
• SDS Case SpecialistPart Time

  Mar 2022 - Aug 2022 -5 months

  Egypt , Cairo

  • Job Details:Handling courier's problems and diving deep to solve the shipment's issues or delays.