Ahmed Abubakr Mohamed
About Candidate
Team Supervision:
Oversee daily activities of the customer care team to ensure smooth operations and service delivery.
Performance Management:
Monitor individual and team KPIs (e.g., call handling time, first-call resolution, customer satisfaction). Provide feedback and conduct performance appraisals.
Training & Coaching:
Provide regular coaching, mentoring, and training to improve team skills, product knowledge, and customer service quality.
Issue Resolution:
Handle escalated customer issues and complex complaints in a timely and professional manner.
Reporting:
Prepare and present reports on team performance, customer feedback, and areas for improvement.
Process Improvement:
Identify service issues, suggest improvements, and implement best practices to enhance the customer experience.
Motivation & Morale:
Foster a positive work environment, recognize team achievements, and encourage a customer-first attitude.
