Customer Service Manager
Resume:
Ramez Fuhid
Contact
Address:
** ******** ********* ******, ****** Street.
Phone:
Email:
*********@*****.***
Languages
Arabic – Native
English – Conversational
Hobbies & Interests
1-Listening to Meditation
Music.
2-Swimming.
3-E-Learning.
Summary
Hard-Working professional with 11.5+ Years of Experience and a proven knowledge of customer retention,Customer atisfaction and scheduling.Aiming to leverage my skills to successfully fill Call Center Manager at your company.
Skill Highlights
Communication
Crisis management
Sales presentations
Documentation and reporting
Rapport and relationship building
Familiar with MS Office & CRM System
Experience
Call Center Manager The Current Job
El-Andalus for Real-Estate Development, Cairo (Al-Mokattam).
1.Develop objectives for the call center’s day-to-day activities
2.Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
3.Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
4.Assume responsibility of budgeting and tracking expenses
5.Hire, coach and provide training to personnel to maintain high customer service standards
6.Monitor and improve ordering, telephone handling and other procedures
7.Evaluate performance with key metrics (accuracy, call-waiting time etc.)
8.Prepare reports for different departments or upper management.
Sales Team Leader - 02/2019 to 12/2019
Al-Moasher for Real-Estate Development, Cairo (ElMaadi).
1.Responsible for operating and maintaining real estate properties with the goal of maximizing income and profits.
2.Lead & Supervise real estate sales team.
3.Perform administrative duties
4.Stay informed about the latest changes in the real estate industry.
Call Center Team Leader -12/2011 to 03/2018
Raya Contact Center (Etisalat UAE Account). Cairo (ElMaadi).
1-Supervises/manages activities and performance of the Account Advisors
Handles Account Advisors needed for on-job training and coaching.
2-Monitors transactions to ensure that QA standards are met.
3-Ensures the Advisor’s KPI’s are met (daily/weekly/monthly).
4-Manages difficult calls by acting as first line of escalation.
5-Coordinates, as needed with all supporting function to eliminate any problems affecting the operations.
6-Adheres to all schedules (Advisors / operations / Monitoring).
Customer Service Representative
Etisal International Company (Etisalat UAE Account). Cairo (ElMaadi).
1-providing helpful information, answering questions.
2-responding to the customer's complaints.
3-Ensure that customers are satisfied with products, services, and features.
ECCO Vodafone Egypt, Cairo, ElMaadi
Customer service representative, April 2007 - February 2009
1. To assist and convince a customer to pay the pending dues.
2. Investigate historical data for each debt or bill.
3. Take actions to encourage timely debt payments.
4. Understand customer problem and provide appropriate solution.
5. Liaise with all other support functions to resolve customer issues and enable
Maximum Collections.
Education
License of Arts: History Section - 2003
Helwan University, Fair
Certifications and Training
1.Marketing Professional certificate in the American Chamber in Egypt, 2009.
2.I have citified international computer driving license [ICDL] in net skill Center.
3.Leadership & Management Skills (On Trac Association).
4.Sales Skills & Soft Skills (Raya Contact Center).
5.Customer Experience & Centricity (Raya Contact Center).
6.Certified Basics of Pricing Provided by Udemy.
7.Certified Projects Management Provided by Project Management International institute Jordan (PMIJ).
8.Certified Time & Stress Management Provided by EDRAAK foundation.
9.Certified Converting Challenges into opportunities Course Provided by Coursera & Accredited by California University.
Certifications and Training
10.Marketing professional certificate in the American Chamber in Egypt, 2009.
11.I have citified international computer driving license [ICDL] in net skill Center.
12.Leadership & Management Skills (On Trac Association).
13.Sales Skills & Soft Skills (Raya Contact Center).
14.Customer Experience & Centricity (Raya Contact Center).
Contact this candidate