Sherif Essam El Deen

Operations:
• Manage a team and monitor day-to-day operations (Calls/Chats/Emails)
• Identify operational issues and suggest possible improvements
• Monitor and evaluate agents performance with providing learning or coaching opportunities, and taking corrective action, if necessary
• Motivate and encourage agents through positive communication
• Work with other supervisors and management team members to support agents and maximize customer satisfaction
• Develop standard procedures and policies for improving the service provided to customers
• Handle and respond to customer escalations

Reporting:
• Reconciles attendance daily with employee time-sheets against schedule and time in/time out reporting
• Ensure that all reports originating from the department are accurate and reliable
• Build, Manage and Automate the below dashboards/reports from the scratch
-KPI's Dashboards
-Quality Assurance Dashboards
-Schedules
-Attendance/Adherence Dashboards
-Leaves Tracker
-Cost to serve Report
-Monthly Bonus/Deductions Report
-Any other required operational Report

WFM:
• Adjust Intraday forecasts derived from understanding business drivers to determine required staffing levels by projecting incomings volumes/duration, and required staffing levels using current trends and historical data
• Analyze calls/chats logs so you can spot common trends and underlying problems
• Monitor queues & keep supervisors aware of calls waiting, abandonment rate, etc.
• Review the past week’s events including statistics
• Manage changes to scheduling to ensure adequate daily resource coverage
• Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
• Analyze PTO submissions and approve/deny based on business needs
• Process modifications of scheduling events (meetings/training, etc.), schedule trade requests and daily exceptions
• Communicate with human resources and accounting to ensure compliance with company standards

• Subject Matter Expert providing floor support.
• Handling escalation calls.
• Handling & solving customers’ technical issues.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Created the Quality Assurance Scorecard for the Member Care Department.
• Responsible for Quality Assurance scoring & assessments.
• Responsible for the test calls task & coaching agents to improve their customer service skills.

• Diagnose and resolve technical software issues related to iOS/Mac products.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Identify and escalate priority issues per client specifications.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.

• Develop team strategy to reach desired targets
• Handle coaching sessions
• Train, motivate, and lead after sales team to achieve set objectives and targets
• Maintain contact with clients to obtain customer feedback regarding product/service quality
• Assist clients in resolving issues and complaints concerning purchased products or services
• Build and establish good work relationship with clients to facilitate increased patronage and revenue
• Supervise the operations of after sales teams to ensure set targets are met
• Develop and implement strategies effective for ensuring a satisfied clientele and increased returns
• Liaise with other sales departmental heads to discuss business plans necessary for enhancing sales performance
• Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards

• Deal with customers by telephone
• Contact current or potential customers to promote products or services.
• Monitor market conditions or trends.
• Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Analyze information and evaluate results to choose the best solution and solve customer problems.
• Respond promptly to customer inquiries.
• Handle and resolve customer complaints.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Record details of customer interactions and actions taken
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Supervisor’s Delegate (In case of Absence)

• Deal directly with customers either by telephone, electronically, or face to face.
• Respond promptly to customer inquiries, handle & resolve any complaints.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Provide pricing and delivery information.
• Perform customer verifications, set up & manage accounts.
• Organize workflow to meet customer timeframes.
• Record details of customer interactions and actions are taken.
• Prepare and distribute customer activity reports.
• Communicate and coordinate with internal departments.
• Follow up on customer interactions.
• Provide feedback on the efficiency of the customer service process.

• Develop positive working relationships with clients.
• Approach clients via cold calling and direct mail to inquire about their insurance situations and future needs.
• Deliver policy proceeds after a claim is filed and approved.
• Communicate with Insurance Adjusters about the life cycle of each claim.
• Explain the differences in policy specifics so clients can make informed decisions about their purchases.
• Respond to clients’ questions and complaints.
• Follow up with clients after initial meetings or conversations.
• Participate in continuing education programs in both insurance and sales