Menna Salem

Communication Channel with CS team by sharing any updates from Retail Dep. Coached, trained and developed employees in company policies and compliance requirements. Corrected issues and handled emergencies through responsive and decisive leadership. Completed necessary paperwork and data entry promptly to provide steady flow of information. Coaching Customer Service Team to improve their performance and enhance quality delivered to our customers. Supported the team with any obstacles they might face or any concerns. Motivating employees to shared ideas and feedback. Ensured adherence to operational schedules by monitoring weekly performance indicators. Developed new QA methods to resolve customers issue efficiently. Conducting weekly sessions to help consistency in teamwork. Resolved conflicts between team members to maintain group harmony and productivity. Monitored employee performance regarding safety, reliability, delivery dates and customer service.

Analyzing the advisors weaknesses during taking calls and to prepare a workshop to improve their soft skills and their
Workflow optimization Motivation

Communication Channel with CS team by sharing any updates from Retail Dep Coaching Customer Service Team to improve their performance and enhance quality delivered to our customers Supporting the team with any obstacles they might face or any concerns Motivated employees to shared ideas and feedback Ensured adherence to operational schedules by monitoring weekly performance indicators Developed new QA methods to resolve problems efficiently Conducted weekly meetings to help consistency in teamwork Resolved conflicts between team members to maintain group harmony and productivity Training new advisors on how to deliver the messages to the customer and get them more oriented with the customers needs to improve their experience with the company Analyzing the advisors weaknesses during taking calls and to prepare a workshop to improve their soft skills and their knowledge Handling online escalations and complaints Shadowing with the new advisors, rate their performance on the call and to set with them side by side to enhance

Determines requirements by working with customers Answers inquiries by clarifying desired information; researching, locating, and providing information Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems Fulfills requests by clarifying desired information; completing transactions; forwarding requests Sells additional services by recognizing opportunities to up-sell
accounts; explaining new features.aspects CRI analysis to detect the failure reasons and work on improving it.