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Abdulrahman Abbas, Call center team leader

Abdulrahman Abbas

Call center team leader·Ajwan group

Lebanon

Diploma, productive mechanics

Work experience

Total years of experience: 6 years, 5 months

Call center team leader

January 2022 - Present

Ajwan group

Doha, Qatar

January 2022 - Present

Lead a team of 17 agents to meet and exceed KPIs, with a consistent
performance improvement of 90 % over 2 Years
Conduct regular performance evaluations, providing constructive
feedback and
personalized coaching to enhance team performance.
Develop and implement effective training programs, improving agent
onboarding
time by 70 %
Collaborate with management to identify process inefficiencies and
develop
action plans that resulted in a 95% reduction in call handling time.
Use data analysis to monitor team performance and customer
feedback, making
strategic adjustments to enhance service delivery.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Call center agent

January 2021 - January 2022

Ajwan group

Doha, Qatar

January 2021 - January 2022

Managed a high volume of inbound calls, achieving a customer
satisfaction score
of 94%.
Assisted in training new staff, providing guidance on best practices and
company
policies.
Recognized for resolving customer complaints effectively, leading to a
91%
increase in customer retention.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Captain Waiter

January 2020 - November 2020

petit cafe

Riyadh, Saudi Arabia

January 2020 - November 2020

Company industry:
Catering, Food Service, & Restaurant

Education

Der Ammar Technical institute

September 2018

September 2018

Diploma, productive mechanics

Lebanon

Skills

COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
CONFLICT MANAGEMENT
Intermediate
CONFLICT MANAGEMENT
Intermediate
COACHING
Intermediate
COACHING
Intermediate
CONSTRUCTIVE FEEDBACK
Intermediate
CONSTRUCTIVE FEEDBACK
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
EMERGENCY RESPONSE
Intermediate
EMERGENCY RESPONSE
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
TRAINING AND DEVELOPMENT
Intermediate
TRAINING AND DEVELOPMENT
Intermediate

Languages

Arabic

Beginner

English

Beginner

French

Beginner

Training and Certifications

Certifications
TS2 Productive Mechanics
BT3 air conditioning