Farah Khaled

• Lead and supervise a team of customer service representatives to ensure optimal performance.
• Monitor performance metrics, prepare performance reports, and identify areas for improvement.
• Provide regular coaching, training, and motivation to enhance service quality and team productivity.
• Handle escalated customer issues with professionalism and ensure timely, effective resolution.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Coordinate with other departments to streamline processes and resolve complex cases.

- Customer Service & Call Center Specialist | 6+ Years in Reception, Team Leadership & Client Relations | Fluent in Arabic & English

- Customer Service Specialist with over 6 years of proven experience in reception, call center operations, and team leadership across diverse industries in Egypt, KSA, and UAE. Skilled at managing customer relationships, handling high call volumes, resolving conflicts, and leading teams to exceed performance targets.

Known for delivering exceptional customer experiences, coaching and motivating teams, and ensuring operational excellence. Fluent in Arabic (native) and English (excellent), with proficiency in Microsoft Excel and Word for reporting and administrative tasks.

Passionate about contributing to organizations that value service excellence, teamwork, and continuous improvement.

- Lead and supervise a team of customer service representatives to ensure optimal performance. Monitor performance metrics, prepare performance reports, and identify areas for improvement. Provide regular coaching, training, and motivation to enhance service quality and team productivity. Handle escalated customer issues with professionalism and ensure timely, effective resolution. Develop and implement strategies to improve customer satisfaction and retention rates. Coordinate with other departments to streamline processes and resolve complex cases.

- Managed inbound and outbound calls while maintaining a high level of professionalism and accuracy. Delivered prompt and effective solutions to a wide range of customer inquiries and concerns. Assisted customers with account management, order tracking, billing, and technical issues. Maintained high customer satisfaction scores and consistently met KPI targets. Documented interactions accurately in the CRM system for follow-up and analysis.

- Welcomed and assisted patients and visitors in a friendly and professional manner. Scheduled and confirmed appointments using the clinic’s scheduling software. Maintained front desk operations, organized patient records, and processed payments. Handled phone inquiries, emails, and walk-in requests promptly and efficiently.

• Welcomed and assisted patients and visitors in a friendly and professional manner.
• Scheduled and confirmed appointments using the clinics scheduling software.
• Maintained front desk operations, organized patient records, and processed payments.
• Handled phone inquiries, emails, and walk-in requests promptly and efficiently.