Ahmed Abdallah

-Managed and supervised a team of customer care executives, ensuring
seamless operations and timely deliveries during designated shifts.

-Assigned tasks and skillfully coordinated shift schedules to meet high
delivery demands during peak hours and busy periods.

-Conducted comprehensive training and onboarding sessions for new
agents focusing on company policies, safety procedures, and best
practices.

-Fostered open lines of communication within the care team, providing
regular updates, conveying crucial information, and serving as a
dependable point of contact for questions and concerns.

-Proactively addressed challenges during shifts, including delays, order
mix-ups, or route optimization, and skillfully devised e ective solutions to
maintain the delivery process's efciency.

-Monitored and analyzed key performance indicators (KPIs), such as
customer satisfaction, and FCR, and initiated collaboration with
management to enhance team performance as required.

-Collaborated closely with fellow Team Leaders, Operations Managers, and
Customer Care teams to establish a cohesive and streamlined delivery
process, fostering optimal e ciency and customer satisfaction.

-Escalated necessary malfunctions of the app/website to report any
unusual behavior or bugs and documented all incidents via the use of
helpdesk tickets

-Handled complex customer escalations and ensured positive outcomes
and customer satisfaction.

-Held regular reporting meetings, weekly, monthly and ad-hoc to ensure
stakeholders are informed of business operations