Customer Service Success

Talal Malik

Customer Success Manager

*************@*****.*** +201********* Cairo, Egypt

http://linkedin.com/in/talal-malik-a1847370

Skills

Sales Management

Problem Solver

Team Management

Troubleshooting and Technical Support

Communication Skills

Customer Relationship Management

(CRM)

Languages

Arabic English

Professional Experience

02/2024 – present

Cairo, Egypt

Customer Success Manager (Remote)

Builder Buddys

•Lead a team of 30 Virtual Assistants (VA) responsible for a range of tasks including design, social media content creation, and daily lead calling, ensuring their productivity, quality, and performance.

•Strategically manage team KPIs, consistently exceeding targets through effective coaching and guidance.

•Develop comprehensive briefs for VA tasks, ensuring clear communication of project objectives and expectations.

•Conduct regular coaching sessions to enhance team skills and performance, fostering a culture of continuous improvement and excellence.

•Collaborate closely with clients to understand their needs and provide tailored solutions, resulting in high levels of client satisfaction and retention.

•Proactively identify opportunities for process improvement and efficiency gains within the team, driving operational excellence.

•Act as a point of escalation for complex issues, providing timely resolution and maintaining positive client relationships.

•Demonstrate strong leadership skills in motivating and inspiring team members to achieve individual and collective goals, fostering a collaborative and supportive work environment.

04/2017 – 10/2023

Doha, Qatar

Senior Customer Response Specialist/ L2 Senior Back-Office Executive Ooredoo Qatar

•Responded to complex customer complains through management

•Developed and implemented customer service training program for new employees and ongoing employee development.

•collaborated with cross-functional teams to improve customer service processes, policies and in-time resolve customer's issues.

•Monitored and analyzed customer service metrics to identify areas for improvement and track progress.

•Solving VIP customer’s issue, troubleshooting issues, and provide technical support to VIP Customers escalated directly from management.

•Assisted in the management of escalations and ensured timely resolution of critical customer issues.

Achievements :

•Consistently exceeded customer satisfaction goals and customer retention targets.

•Successfully resolved complex customer complaints resulting in improved customer retention.

•Received multiple accolades from management and customers for outstanding customer service.

08/2013 – 03/2017

Doha, Qatar

Senior Sales Executive

TCC Qatar

•Led a team of 10 sales representatives, providing training, mentoring and coaching to improve performance and achieve sales targets.

•Developed and maintained strong relationships with key customers, partners, and stakeholders, resulting in increased sales and repeat business.

•Successfully negotiated complex deals with major clients, resulting in long-term partnerships.

Achievements:

•Increase sales level and achieve target.

•Designed program and card system for privilege customers. 11/2011 – 07/2013

Cairo, Egypt

Store Manager

National Co. Group (Ma’rouf & Co.)

• Oversaw daily operations of a high-volume retail store, ensuring optimal stock levels and product availability.

Implemented innovative sales strategies, significantly increasing monthly revenue and market penetration.

• Maintained strong supplier relations, securing exclusive offers and promotions that enhanced the company’s competitive edge.

Achievements:

• Initiated a maintenance and technical support service for smartphones and tablets, diversifying business offerings and driving additional revenue streams.

• Developed strategic partnerships with suppliers, resulting in advantageous terms and bolstered sales figures.

Profile

Dynamic and results-driven professional with over 10 years of experience in customer service, sales management, and team leadership. Proven track record in enhancing customer satisfaction, implementing process improvements, and leading teams to exceed performance targets. Adept at troubleshooting, technical support, and developing strategic solutions to drive operational excellence. Committed to delivering exceptional service and achieving business objectives. Certificates

Foundation Project

Management

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