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Abdallah Gadelmawla , Customer Service Team Manager – (Wayfair Account)

Abdallah Gadelmawla

Customer Service Team Manager – (Wayfair Account)·Sutherland Global Services

Egypt

Bachelor's degree, Petrochemicals

Work experience

Total years of experience: 5 years, 5 months

Customer Service Team Manager – (Wayfair Account)

September 2025 - Present

Sutherland Global Services

Alexandria, Egypt

September 2025 - Present

• Lead and manage a team of ~30 agents.
• Drive KPIs including CSAT, Quality, and Productivity.
• Handle high-level escalations and ensure resolution within SLA.
• Conduct coaching, performance reviews, and daily briefings.
• Collaborate with WFM, QA, and Training to improve operations.
• Analyze reports and implement action plans for performance improvement
Company industry:
Call Centers & Customer Care Outsourcing

Team Leader

January 2024 - Present

Sutherland Global,

Alexandria, Egypt

January 2024 - Present

• Led and coached a team of customer service agents to achieve
quality and productivity KPIs.
• Conducted daily huddles, feedback sessions, and motivational check-ins to
enhance engagement.
• Monitored call quality and provided performance improvement plans.
• Supported escalation handling to ensure a seamless customer experience.
• Delivered excellent customer service and technical support for AT&T U.S.
clients.
• Upsold and cross-sold plans and products, achieving monthly sales targets.
• Recognized multiple times for outstanding customer satisfaction scores and
empathy in communication.
• Assisted with training and onboarding new agents, fostering a collaborative
environment.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Call Center Representative

May 2022 - Present

Sutherland Global Services - Egypt

Alexandria, Egypt

May 2022 - Present

working as a call center representative for Sutherland 3rd part company for at&t
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Sales

real time analyst wfm

January 2021 - Present

Sutherland Global Services - Egypt

Alexandria, Egypt

January 2021 - Present

The Real-Time Analyst is responsible for monitoring and managing intraday performance and productivity of contact center operations. This role ensures schedule adherence, service level achievement, and optimal use of resources in real time. The RTA plays a key part in helping the business meet service and performance goals by responding dynamically to changes in call volume, shrinkage, and agent availability.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Administration

Real Time Analyst (RTA)

November 2024 - September 2025

Sutherland Global Services

Alexandria, Egypt

November 2024 - September 2025

• Managed real-time queue performance, staffing, and adherence.
• Ensured service levels through intraday management.
• Reported KPIs and coordinated with operations teams.
• Supported performance optimization through data analysis.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Support Services

Sales Representative & SME –

April 2022 - November 2024

Sutherland Global Services

Alexandria, Egypt

April 2022 - November 2024

• Achieved sales targets through upselling and cross-selling.
• Handled escalations and complex billing issues.
Provided SME support and trained new agents.
• Maintained high customer satisfaction and retention.
Company industry:
Call Centers & Customer Care Outsourcing

Real-Time Analyst (RTA)

January 2023 - January 2024

Comcast Xfinity

Alexandria, Egypt

January 2023 - January 2024

• Monitor agent adherence, schedules, and productivity across multiple
queues and remote teams.
• Provide real-time support to ensure service level agreements (SLAs) are
met.
• Collaborate with team leaders and managers to optimize staffing and
handle exceptions.
• Analyze reports to identify trends, improve performance, and balance
workload.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Support Services

Education

Pharos universit

July 2019

July 2019

Bachelor's degree, Petrochemicals

Egypt

GPA (percentage): 69%

GPA (percentage): 69%

Skills

Engineering
Expert
Engineering
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Safety
Expert
Safety
Expert
Management
Expert
Management
Expert
Teaching
Expert
Teaching
Expert
sales
Expert
sales
Expert
Microsoft office
Intermediate
Microsoft office
Intermediate
Excel
Expert
Excel
Expert
Aspen hysis
Intermediate
Aspen hysis
Intermediate
Word
Expert
Word
Expert
Power point
Expert
Power point
Expert
Accounting
Beginner
Accounting
Beginner
Customer Service
Expert
Customer Service
Expert
Management
Intermediate
Management
Intermediate
Call Center
Expert
Call Center
Expert
Marketing
Expert
Marketing
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Banking
Intermediate
Banking
Intermediate
ANALYTICS
Intermediate
ANALYTICS
Intermediate
COACHING
Intermediate
COACHING
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
SALES STRATEGY
Intermediate
SALES STRATEGY
Intermediate
TEAM BUILDING
Intermediate
TEAM BUILDING
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
WORKFORCE MANAGEMENT
Intermediate
WORKFORCE MANAGEMENT
Intermediate
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
CONFLICT MANAGEMENT
Intermediate
CONFLICT MANAGEMENT
Intermediate
E COMMERCE
Intermediate
E COMMERCE
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
PERFORMANCE IMPROVEMENT
Intermediate
PERFORMANCE IMPROVEMENT
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
TELECOMMUNICATIONS
Intermediate
TELECOMMUNICATIONS
Intermediate

Social profiles

Languages

Arabic

Native Speaker

English

Expert

Hobbies and interests

acting
singing
basketball player