Customer Service Manager

Sherif Hassanein

Customer Service Manager

**** ****** *****, **********, ****** States, 22310, 571-***-****, ********@*****.*** Professional summary

Customer Service Manager with 19+ years of extensive expertise in enhancing customer satisfaction and streamlining operations. Proven track record in billing, team leadership, and performance management, with a focus on innovative solutions that drive efficiency and customer loyalty. Passionate about leading teams to exceed service expectations and committed to fostering a collaborative and supportive work environment.

Employment history

Customer Service Specialist, 2020 - 2021

Flairstech, Maadi, Cairo

U.K. Consumer Billing & Charging Agent, 2010 - 2019 Vodafone U.K., Smart Village – Horizon H.Q.

Office Manager, 2003 - 2006

King of Pita Bakery, Alexandria, VA

Office Manager, 2002 - 2003

Giza Trans Inc., Alexandria, VA

Education

2003

Old Dominion Job Corps, Monroe, VA

A+ & CCNA training

Skills

Customer Service (Expert), Call Center (Expert), Training (Experienced), Performance Management (Experienced), Billing (Expert), Account Management (Expert), Team Leadership (Experienced), CCNA (Skillful), A+ (Experienced). Languages

English (Native), Arabic (Highly proficient).

Resolved complex billing inquiries, ensuring accurate documentation and customer satisfaction Analyzed billing patterns to identify issues, reducing query volumes significantly Guided customers on billing and service plans, enhancing understanding and satisfaction Streamlined the dispute resolution process by developing standardized response templates, leading to improved response times and customer experience

Managed office operations, improved efficiency, enhanced team collaboration, resolved conflicts. Coordinated schedules, streamlined processes, increased productivity, maintained budget control. Supervised staff, ensured compliance, optimized resource allocation, achieved operational goals. Managed office operations, boosting efficiency and streamlining processes. Coordinated schedules and communications, enhancing team collaboration. Implemented cost-saving measures, achieving measurable operational savings. Established filing system and document tracking, ensuring seamless retrieval and compliance.

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