Head of Customer Support Department
Kiosk IT System Trading LLC
Total years of experience :12 years, 10 Months
Achieving the highest KPIs in all working profiles. ~ 90% success rate.
Planning and managing all functions related to the customer support department.
Hiring, coordinating, coaching, and leading customer support team and supervisors.
Ensuring customer support and e-commerce team members are achieving desired service levels and taking corrective action, as needed.
Creating standard operating procedures (SOP) related to all new services.
Analyzing statistics or other data to determine the level of customer service of our company.
Preparing monthly, weekly and daily reports related to the department service level, team performance, and attendance.
Maximize team efficiency and customer satisfaction.
Meeting customers' expectations by recommending changes to services websites and providing support for strategy development.
Improving services procedures, policies, and standards for the customer support department.
Studying knowledge of techniques required for market research and analysis. Involvement in staff recruitment and appraisals.
Answering representatives' and supervisors’ questions and guiding them through solve difficult complaints, and handling issues that cannot be filled by team members.
Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
Led projects and analyzed data to identify opportunities for improvement. Maintained excellent attendance record, consistently arriving to work on time.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Keeping ahead of developments in customer service by reading relevant books, going to meetings, and attending courses.
Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
Managed a team of 12 call center agents to maximize customer satisfaction.
* Supervised queue and track inbound and outbound telephoneinquiries.
* Informed agents of inbound calls, call waiting, abandonment rate, and so on.
* Optimumtarget delivered on adherence, absenteeism, AHT, and the calls’ quality).
* Monitored calls and provided feedback during coachingsessions.
* Held regularly scheduled staff meetings to provide a forum for open communication and problem solution and to
ensure dailygoals were met.
* Established and oversaw performance targets for call center associates.
* Took part in the interviewing, hiring, training, and evaluation process.
* Assessed and discussed individual team performance.
* Motivated staff in introducing contests, givingawards, and developing themes that increase agent’s loyaltyand focus.
* Presented to the Manager a weeklybreakdown of the week is monitoring assignments and a plan for the team.
* Maintained certifications the company requires of employees through continuing education or advanced training.
* Ensured and coordinated theimplementation of call center policies, operations, and team performance.
* Trained team members on performance metrics and consumer behavior identification.
* Assessed personnel performance and implemented incentives and team-building events to boost morale.
* Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
Lead a team of 70 agents enablingshift productivitythrough trainingand monitoringprogress.
* Handed dailyreports submitted to the management in regards to customer satisfaction surveys.
* Prepared and reviewed the attendance schedule for 70 agents.
* Prepared annual staff performance reports.
* Delivered orientation sessions for newjoiners.
* Acted as primary point-of-contact for Client.
* Verified and audited transaction screens.
* Effectively handle all clients’ complaints delivering qualitycustomer service.
* Communicated frequently and openly to motivate team members and drive goal achievement
* Processed Back end transactions relatingto Customers’ Accounts.
* Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs.
* Lead day-to-day operations and audit all entries done by agents (4, 000 orders).
* Continuously liaise with the other departments and guide them over the process helping them to workout competitive
offers
Egypt Customer’s Escalation Team, Cairo, Egypt,
Achieved high satisfaction rating through proactive one-call resolutions of customer issues
* Verified accurate responses to questions and inquiries by maintaining advanced service knowledge.
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