Basem Hasan

• Achieved sales targets and increased revenue.
• Built strong customer relationships.
• Handled inquiries and complaints professionally.

• Oversee the daily operations of the call centre
• Monitor service quality and response times.
• Address and resolve escalated customer complaints and issues
• Track and analyze call centre performance metrics, such as call volume, wait times, agent
productivity and Prepare then present regular reports
• Design and implement training programs to enhance the skills and knowledge of call centre staff.
• Monitor expenditures and implement cost-saving measures without compromising service quality.
• Develop and implement plans to manage high call volumes or emergencies.
• Communicate effectively with stakeholders during critical situations.
• Setting the KPIs and deductions for employees at the end of each month and coordinating with HR
and the accountant.

• Provided support in English for customers.
• Resolved issues efficiently.
• Maintained high satisfaction rates.
• Address and resolve escalated customer complaints and issues