معتز ابوطالب

• Manage 7 multifunction teams
• Achieving KPIs, boosting sales conversions by 20%, and improving customer satisfaction scores by
15%.
• Implement omnichannel strategies, enhancing customer engagement across phone, email, and digital
platforms, reducing response times by 30%.
• Lead recruitment, training, and coaching, fostering a customer-centric culture and reducing team
turnover by 10%.
• Utilize Odoo CRM to analyse data, optimize processes, and maintain high Net Promoter Scores (NPS).
• Ensure compliance with UAE healthcare regulations, upholding data privacy and operational integrity.

Monitors employee work habits and makes sure tasks are completed in a timely fashion.
•Conducts performance reviews.
•Motivates employees and offers incentives for strong work performances.
•Addresses and resolves customer complaints.
•Responds quickly and practically to emergencies, crises, or unexpected problems during the shift.
•Ensures that customers are satisfied and find what they are looking for
•Keeps upper level management apprised of daily operations.


Team Coaching and Development

Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.
Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.



Team Support

Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
Ensure efficient and effective dissemination and communication of information to team members
Manage team and departmental Reward and Recognition Programs



Customer Support

Ensure the delivery of the customer experience to customers in accordance with current ADDC standards through monthly coaching sessions.
Be a point of escalation in the handling of customer queries and complaints to the point of resolution
Maintain an up to date personal and team knowledge of ADDC products and services

Leadership

Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact centre in line with our departmental goals.
Participate in the preparation and implementation of operational plans.
Undertake project work as directed by management

KPIs/Measures

Adherence to coaching team members monthly on call quality
Team Adherence to ADDC policies and procedures (team understanding)
Team knowledge of products, services and applications.
Quality of communication
Deliver performance reviews and development plans

• Delivered professional voice-overs for animated films Like Mufasa The Lion King, commercials,
documentaries, and games in Arabic and English, meeting diverse client expectations.
• Recorded over 600 audiobooks for platforms like Storytel, Kitab Sawti, and Iqraly, ensuring
engaging and high-quality audio experiences.
• Adapted tone and style to align with brand guidelines, maintaining consistency under
tight deadlines.
• Utilized industry-standard equipment to produce professional-grade audio, enhancing
client satisfaction and project outcomes.

• Delivered professional voice-overs for animated films Like Mufasa The Lion King, commercials,
documentaries, and games in Arabic and English, meeting diverse client expectations.
• Recorded over 600 audiobooks for platforms like Storytel, Kitab Sawti, and Iqraly, ensuring
engaging and high-quality audio experiences.
• Adapted tone and style to align with brand guidelines, maintaining consistency under
tight deadlines.
• Utilized industry-standard equipment to produce professional-grade audio, enhancing
client satisfaction and project outcomes.

•Team Coaching and Development
1.Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.
2.Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
3. Facilitate performance reviews using the Framework for team members.
Adopt and ensure team member adherence to Acts and Regulations.
•Team Support
1. Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
2.Ensure efficient and effective dissemination and communication of information to team members
3.Manage team and departmental Reward and Recognition Programs
•Customer Support
1.Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
2.Be a point of escalation in the handling of customer queries and complaints to the point of resolution
Maintain an up to date personal and team knowledge of Vodafone products and services
•Leadership
1.Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact center in line with our departmental goals.
2.Participate in the preparation and implementation of operational plans.
3.Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
4.Undertake project work as directed by management
•KPIs/Measures
1.Adherence to coaching team members monthly on call quality
2.Team Adherence to Vodafone policies and procedures (team understanding)
Team knowledge of products, services and applications.
3.Quality of communication with internal and external customers.
4.Deliver performance reviews and development plans

• Led a high-performing contact center team, delivering coaching and performance evaluations
to achieve KPIs, enhance customer satisfaction, and drive operational efficiency.
• Implemented customer-centric strategies, improving service quality and aligning with
customer experience goals to ensure exceptional service delivery.
• Utilized CRM systems (e.g., Siebel) to analyse customer interactions, identify pain
points, and recommend process optimizations for enhanced customer success.
• Acted as a key escalation point for complex customer issues, resolving complaints
promptly to maintain high Net Promoter Scores (NPS) and customer loyalty.
• Developed and executed the Performance Dialogue framework to foster team accountability,
• Improve employee engagement, and align with organizational objectives.
• Ensured compliance with regulatory standards, including Privacy Act, Workplace Health
and Safety Act, and Equal Opportunity Act, to maintain operational integrity.
• Drove digital channel initiatives, optimizing omnichannel customer interactions to enhance
accessibility and satisfaction across platforms.
• Organized reward and recognition programs to boost team morale, reduce turnover,
and promote a culture of excellence.

• Supervised a contact center team, setting performance targets and providing coaching
to achieve customer satisfaction and retention goals.
• Developed and implemented customer success strategies, ensuring proactive engagement
and tailored solutions to enhance client experiences.
• Handled escalated customer issues, leveraging problem-solving skills to resolve complex
queries and maintain high service quality standards.
• Optimized operational processes, reducing bottlenecks and improving team efficiency
to support customer success initiatives.
• Prepared detailed performance reports, providing actionable insights to management
for continuous improvement in customer experience.

Senior International Account Consultant: From (March 2009 till April 2012)

• Deal directly with customers by telephone
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Process orders, forms, applications and requests
• Deal directly with requests and unresolved issues to the designated resource
• Manage customers accounts
• Deal directly with IPHONE billing and technical queries.
• Work as second line technical support for all Handsets and Modems making & models.
• Create new ideas & proposals to enhance and improve processes related to business:-
1. Decrease the leakage amount.
2. Improve the agent performance.
3. System enhancement
4. Customer leads
• Participate in some projects to achieve specific results to improve the business process.
1-Increase Customer Satisfaction
2- Pit stop
• Handling managerial tasks:
1-Preparing and directing schedules, monitoring attendance of operators,
2- Communicating solutions, successes, and opportunities
3- Carrying out performance measurement, monitoring, and evaluation
4- Handling Customers escalations.

• Streamlined Siebel CRM processes, improving issue resolution efficiency by 20%.
• Provided technical expertise, reducing system downtime and enhancing customer satisfaction

• Resolved complex inquiries, specializing in iPhone billing, improving customer trust by 30%.
• Proposed system enhancements

•Receiving calls from potential clients.
•Turning the potential client to active client.
•Arranging sales meeting with our active clients to buy a unit in one of our projects.

•Promoting our marketing services which we promise our client.
•Registering potential sellers who are in my area to our data base.
•Closing the registered seller’s deals.
•Closing our buyers’ deals depending on their requirements.

• Converted leads into active clients through strategic communication and follow-ups,
driving sales growth.
• Arranged sales meetings and closed deals based on client requirements, ensuring customer
satisfaction.
• Maintained a database of potential sellers and buyers to facilitate seamless transactions.

• Promoting our marketing services which we promise our client.
• Registering potential sellers who are in my area to our data base.
• Closing the registered seller’s deals.
• Closing our buyers’ deals depending on their requirements.

• Coordinated airport meet-and-greets, accommodations, and tour activities, ensuring
high-quality customer experiences for international tourists.
• Developed creative itinerary enhancements to improve tourist satisfaction and engagement.
• Managed VIP arrangements, delivering personalized services to meet client expectations.

•Meet & assist groups at the airport.
•Handling tourists accommodation.
•Handling tourists visits
•Create new idea and suggestion not included in original tourist programs.