محمد عبد الجليل

 Responsible for overseeing the quality of service provided to customers to ensure they are up to acceptable standards and adequately meet the expectations and requirements of clients. …
 Oversee the hiring, orienting, and training of customer care staff to ensure a capable workforce
 Develop and implement customer care policies, procedures, and regulations necessary for ensuring a satisfied customer base
 Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs.
 Follow up customers to ensure they receive optimal value from purchased products/services
 Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaint;
 Provide customers with updates and periodic statements on service developments and changes in trends
 Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
 Analyze customer care data and statistics to obtain results useful in taking key business decisions
 Organize programs for customer care staff to update their job knowledge and enhance their skills
 Oversee the processing and issuance of refunds to customers
 Recording statistics, user rates and the performance levels of the Call center and preparing reports;
 Handling the most complex customer complaints or inquiries;
 Organizing staffing, including shift patterns and the number of staffs required to meet demand;
 Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; forecasting and analyzing data against budget figures on a weekly and/or monthly basis
 Maintain proper record of all customer care operation and activities for reference purposes
 Use a range of measurements to monitor, analyze and plan improvements to Customer Care Department. .
 Assign and designate job territories to customer care staff according to their performance and history
 Work around available budget to achieve set objectives and targets
 Conduct surveys to determine the opinion of customers regarding their products/services
 Participate in educational workshops to stay up-to-date on developments in the industry.

 Establishing the Call center from the scratch with the needed technology and infrastructure…
 Managing the daily running Sales and After Sales Operation including sourcing equipment, effective resource planning and implementing call center strategies and operations.
 Carrying out need’s assessments, performance reviews and cost/benefit analyses.
 Setting and meeting the Operation performance targets for speed, efficiency, sales and quality. Ensuring all relevant communications, records and data are updated and recorded.
 Advising clients on products and services available; liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
 Maintaining up-to-date knowledge of industry developments and involvement. Monitoring random calls to improve quality, minimize errors and track operative performance;
 Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
 Reviewing the performance of staff, identifying training needs and planning training sessions.
 Recording statistics, user rates and the performance levels of the Call center and preparing reports;
 Handling the most complex customer complaints or inquiries;
 Organizing staffing, including shift patterns and the number of staffs required to meet demand;
 Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; forecasting and analyzing data against budget figures on a weekly and/or monthly basis
 Delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources.

➢ Managing the daily running Operation including sourcing equipment, effective resource
planning and implementing call center strategies and operations.
➢ Carrying out needs assessments, performance reviews and cost/benefit analyses.
➢ Setting and meeting the Operation performance targets for speed, efficiency, sales and
quality. Ensuring all relevant communications, records and data are updated and
recorded.
➢ Advising clients on products and services available; liaising with supervisors, team
leaders, operatives and third parties to gather information and resolve issues.
➢ Maintaining up-to-date knowledge of industry developments and involvement.
Monitoring random calls to improve quality, minimize errors and track operative
performance;
➢ Coordinating staff recruitment, including writing vacancy advertisements and liaising
with HR staff;
➢ Reviewing the performance of staff, identifying training needs and planning training
sessions.
➢ Recording statistics, user rates and the performance levels of the Call center and preparing
reports;
➢ Handling the most complex customer complaints or inquiries;
➢ Organizing staffing, including shift patterns and the number of staff required to meet
demand;
➢ Coaching, motivating and retaining staff and coordinating bonus, reward and incentive
schemes; forecasting and analyzing data against budget figures on a weekly and/or
monthly basis
➢ Delivering high standards of service to customers by making the most effective and
efficient use of call-center staff and technology resources.
➢ Use a range of measurements to monitor, analyze and plan improvements to call-center
Performance. coach, trainer, mentor, motivator and manage, according to COPC standard

** Manage an Operations of 3 Line of Business, (Lead Automotive Company, Lead Insurance Company and a Lead Limousine Company) Develop and establish a Contact Center account organization.
** Responsible for solving operational, sales, and productivity issues.
Establish and maintain strong long term relationship with the client and its representatives, and communicate on operational achievements and issues on a regular basis.
** Develop and specify account operational objectives (medium-term and annual planning) according to the Customer Relationship Management strategy and to the quality standards.
Explore new ideas, technologies, and methodologies that could be applied to the account to ensure the development of the account and the performance of the account staff
** Plan manpower and select staff which is (will be) subordinated
Plan annual target and conduct directly subordinated staff appraisals in accordance with the company guidelines
Coordinate training needs of the unit and implement it as needed
Analyze and evaluate operational results, take appropriate actions for improvement
** Develop project plan based on available resources, manage program implementation, ensure customer requirements are met on time & maintain effective client relations
Manage and is responsible for ensuring smooth operation of contact center systems
** Communicate operational issues, with the concerned interface via the proper media to ensure the enhancement of the operation flow...

- Coordinating closely with Account Executives on Performance Action Plans.
- Directly manage An assigned team of Leaders.
- Coordinate the day-to-day operations including Maintain full responsibility and accountability of team tasks for hiring, training, salary administration, performance management, policy administration, and team development, with appropriate input and approval from direct manager and Human Resources.
- Work with other management teams within organization to improve overall daily Operation.
- Driving the development of high performance and superior customer service.

Order Management Contact Center Team Leader, Responsible for all the Modification and the Configuration in Cisco Orders

Xceed call center - (Cisco Systems)
❖ Order Modification Team Leader: Responsible for the team handling the Order Modification Requests from partner, coaching and monitoring the team, organize regular team meetings and attending weekly calls with the Client presenting the performance of the Order Modification Group with the Analysis required, , Also responsible on a daily basis for the operation analysis in order to Determine / Measure / Improve and Control problems to ensure an upward trend progress.
❖ Delegation Escalation Team Leader

❖ Escalation Agent Handle valued Customer for Cisco with SLA 2 Hrs. solving and obtaining all the Customer requests maintaining the Quality and Customer Satisfaction.

❖ Customer Service & Technical Support assisting customers in USA & other countries all over the World over the phone and by E mails.


Egypt for Trading & electronics
❖ Customer Service Representative Handling all the Customers on phones solving all their problems and Obtain the Customer Satisfaction.

Travco Group
Airport Supervisor and Boarder supervisor in Taba.

❖ Handling the airport operation
❖ Boarder operation.
❖ Solving unexpected issues on the Spot.
❖ Guiding all the Excursions in Taba.

Guide in Sharm El-Sheikh
❖ Guiding all Excursions in Sharm El-Sheikh


EDEN ROCK HOTEL SSH
Front office supervisor and sales supervisor.
❖ Reception and sales department.
❖ Operator.


Sales man in Mashaly Group in Mansoura
❖ sales man in the field of industrial safety