Ahmad Abu Ragheb

Acquire companies that have no significant revenue history with by selling our recruitment products & services
- Initiate and develop a strong relationship with companies who have recruitment needs
- Determine customers' recruitment needs, and prepare proposals to sell services that address these needs
- Give online demonstrations to clients on in order to handle objections and convince customers to buy.

- Provides customer satisfaction to both internal and external customers and strives continuously. Assign tasks and targets to the Call Center Agents.
- Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
- Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.
- Resolve escalated customer issues that are not being solved by the inbound Call Center Agents.
- Conduct monthly job related quiz for the inbound call center agent, prepare monthly score cards and present it to the call center management.
- Audit call and system workflows and submit report to Manager CRM.
- Suggest innovative ways to improve work processes and technology.
- Maintain confidentiality and address personnel issues sensitively, appropriately in accordance with the established procedures and as per well documented plan.
- Monitor the breaks, log in / log out schedules of staff along with occupancy status.
- Work towards reduction of repeat calls.

Head of Inbound and outbound CC Talent Pool.
Resolved agents and customer issues in order to achieve departmental K Pi's.
made sure that representatives adhere to break time, shift time etc
Made sure that representatives abide customer service rules & guidelines
Conducted analysis and recommended solutions to real time performance issues.
Prepared daily/weekly/monthly CC reports
Completed and managed schedule exceptions/adjustments on a daily basis

- Provides customer satisfaction and strives continuously.
- Improve service delivery over the phone according to company policies & guidelines.
- Supports and provides superior service via phones, e-mails and faxes as a receiver and caller.
- Resolves and inputs provider/client requests into tracking system according to established guidelines.
- Makes decisions within monetary grant of authority to resolve customers’ issues and complaints.
- Understands the impact of attitude in handling calls professionally and deal with job stress, angry callers, and upset customers.
- Uses an effective approach to handle special telephone tasks like, call backs, holds, interruptions, and unintentional disconnects.
- Maintain customer service interaction over the telephone according to company policies & guidelines.
- Ensure the quick and efficient resolution of customer’s queries.
- Communicate with the customer to update with accurate information and welcome aboard packages for new customers.
- Ensure proper behavior and discipline is maintained, and attendance is punctual and regular.
- Ensure the reputation of the company is safe guarded at all times.
- Ensure up-to-date knowledge of latest products & developments in the company and the cellular industry and implementation of them when required.
- To support the team leader in ensuring that operational effectiveness and customer service levels are maximized and undertaking required delegated tasks to the highest standards.

Welcomes customers by greeting them; offering them assistance.
Directs customers by escorting them to racks and counters; suggesting items.
Advises customers by providing information on products.
Helps customer make selections by building customer confidence; offering suggestions and opinions.
Documents sale by creating or updating customer profile records.
Processes payments by totaling purchases; processing checks, cash, and store or other credit cards.
Keeps clientele informed by notifying them of preferred customer sales and future merchandise of potential interest.