محمد رجب

Team Leadership & Motivation: Lead and supervise a team of agents, fostering a positive work environment to ensure high
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satisfaction and loyalty to the companys vision.
Performance Analysis: Monitor and analyze KPIs (AHT, CSAT, Quality Assurance) to ensure operational excellence.
Coaching & Development: Conduct regular 1-on-1 coaching sessions and team meetings to identify root causes of errors and
provide actionable feedback.
Conflict Resolution: Resolved internal team issues professionally to ensure team cohesion and alignment with management goals.
Process Improvement: Streamlined processes, reducing response time by 25% for inquiries.

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Performance & Metric Optimization: Monitored and analyzed team KPIs, successfully driving overall

Effective Communication: Demonstrated mastery in active listening and empathetic communication, ensuring customers felt heard
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without interruption.
Issue Resolution: Analyzed complex inquiries to provide optimal solutions, prioritizing customer satisfaction even in high-pressure
situations.
Professional De-escalation: Expertly handled upset customers using advanced soft skills and calming techniques to maintain a
professional brand image.
Rapid Promotion: Achieved a promotion to Team Leader within 8 months based on excellence in service delivery.

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Issue Resolution: Analyzed complex customer inquiries to provide optimal end-to-end solutions,
consistently prioritizing client satisfaction under high-pressure situations.

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Advanced Troubleshooting: Provided expert technical infrastructure support for ADSL/VDSL, fiber optics
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(FTTH), and LAN/WAN network configurations for SME and residential clients.