Customer Service Manager

Ahmed M. Hassanein Customer Service & Sales

Time Square, Dubai, UAE 052-***-**** adgy3n@r.postjobfree.com:adgy3n@r.postjobfree.com

Profile Diversified experience in customer service positions within a call center environment, managed customer service, technical support and sales personnel, mostly in (BPO) Companies for different market industries. With strong ability to build rapport and achieve results with clients, vendors, and colleagues of all backgrounds.

Core Competencies: Call Centers, BPO, Team Management, Sales, Performance Management, Process improvements and streamlining, and Service Delivery Agreements.

Bachelor of Commerce Accounting Major, English Section English Fluent

Alexandria University Class of May 2009 Arabic Native

DOB: May, 13th 1986 Egyptian Married UAE Driving License with car

Career History

Bounce Sports Club Inc. Dubai June 2019 > Present

Quality & Sales Coach

- Manage injury cases, preparing incident report, and follow up on severe cases.

- Monitoring the NPS performance for 7 Venues.

- Handle escalated cases for irate prospects.

- Monitor calls, coaching, and provide feedback to enhance representatives’ skills for QA and KPI standards to ensure center goals are met.

Teleperformance-Dubai Nov 2016 > June 2019

Customer Service Manager for Apple Support Account

- Provide support as a subject matter expert “SME” to unresolved complex technical issues for both customers & other departments.

- Responsible for escalations with full ownership until delivering a seamless solution.

- Provide constructive feedback addressing customer satisfaction areas of opportunity.

SYKES Enterprises Dec 2012 > Aug 2016

Sr. Customer Service Manager for Sony Corp. UK based clients.

Managed a team of 15-20 Tier 2 technical support representatives.

- Provided leadership and coaching to the team members on Best Practice strategies to drive performance and increase employee engagement.

- Administered reporting used for analysis and decision-making in regards to the call center growth as well as budgeting.

- Developed employee performance and satisfaction optimization programs.

Sutherland Global Services Nov 2010 > Oct 2012

Customer Service Agent for AT&T client, a market leading U.S. carrier.

- Respond to incoming calls from the customers answer questions and inquiries.

- Provide information and handle complaints regarding the organization's products or services.

- Identifying customers' needs and converting every opportunity to sales, cross selling, and up-selling.

Business Certificates

• Certified Leadership Competency from University of California Davis: People & talent management, and performance management.

• Coaching Mastery Certificates from University of California Davis:

1. Certified Coach Manager. 2. Best Coaching Practices 3. Coaching Conversations. 4. Designing & implementing coaching strategy.

Diving “PADI open water certified diver”, reading, traveling & Sahara camping

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