sahar youssef يوسف

* Oversee daily call center and customer service operations across multiple branches and
channels (phone, delivery platforms, and in-store).
• Analyze weekly and monthly performance reports to identify service gaps, operational
errors, and training needs, resulting in measurable improvements in accuracy and
satisfaction.
• Implement and enforce service communication standards and operational policies to
ensure full alignment between customer service, dispatch, and branch teams.
• Lead and coach supervisors and agents on complaint handling, escalation procedures, and
service quality assurance.
• Collaborate cross-functionally with Operations, Marketing, and Quality Control to
enhance customer experience and resolve recurring pain points.

Working remotely, managing operations for three accounts in the F&B industry
based in Dubai: Customer satisfaction, reservations, feedback, and providing
monthly and daily reports.
Collaborating with Advocate Abroad in the UK, overseeing a network of
independent English-speaking professional lawyers.
Managing and guiding a team of customer service representatives,
and monitoring KPIs.

Addressed customer inquiries, resolved issues promptly, and maintained accurate
records of customer interactions.
Handled booking requests, ensured accuracy, and provided details on availability,
pricing, and offers.
Confirmed and coordinated reservations with relevant teams and resolve booking
issues to ensure customer satisfaction.
Provided proactive solutions to enhance customer loyalty and monitor customer
feedback to identify improvement areas.

Managed high volumes of inbound and outbound calls and ensured accurate order
processing and adherence to customer preferences.
Provided detailed menu guidance, including promotions and dietary options, to
enhance customer satisfaction.
Managed up to 150 calls per day, maintaining exemplary customer service
standards.
Resolved order-related issues with efficiency and professionalism, ensuring a
seamless customer experience.
Maintained meticulous records of customer interactions and feedback for
continuous service improvement.