Experienced and results-driven professional with a proven track record in team management, customer service, and operations. Throughout my career, I have consistently demonstrated exceptional leadership skills, driving teams toward success and exceeding key performance indicators.Currently, as a Team Manager at Sutherland, I provide guidance and oversight to a team of customer care and sales representatives, fostering a collaborative and motivating work environment. I am adept at setting performance goals, conducting coaching sessions, and implementing strategies to enhance team efficiency and optimize service delivery. Through my efforts, I have consistently improved call quality, customer satisfaction, and sales targets, contributing to increased customer satisfaction for Hilton USA.Prior to my role as a Team Manager, I served as a Subject Matter Expert (SME), where I shared my expertise in Hilton's policies, procedures, and customer service best practices. As an SME, I provided guidance, coaching, and training to ensure consistent service delivery and a positive team culture focused on exceeding customer expectations.Before joining Sutherland, I gained valuable experience as a Customer Care and Sales Representative at Altice USA and Vodafone UK. In these roles, I excelled in providing exceptional customer service, resolving technical issues, and addressing billing inquiries. I effectively managed customer interactions, demonstrating empathy, clear communication, and problem-solving skills.My dedication to personal and professional growth is evident through my involvement as a volunteer at the Bibliotheca Alexandrina, where I actively participated in organizing conferences, seminars, and civil work projects. These experiences provided invaluable opportunities for personal development and fostered a sense of civic responsibility.I hold a solid foundation of skills in communication, public speaking, coaching, team management, time management, and negotiation. My passion for delivering exceptional customer service, combined with my strong leadership abilities, make me a valuable asset to any team.I am now seeking new opportunities to leverage my skills and experience to drive business success and make a positive impact. If you're looking for a motivated and results-oriented professional, let's connect!
Sutherland
View- Website:
- sutherlandglobal.com
- Employees:
- 28922
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Team LeadSutherlandCairo, Cairo Governorate, Eg
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Team ManagerSutherland Dec 2022 - PresentCairo, EgyptDue to my outstanding performance and leadership skills, I was promoted to the position of Team Manager. In this role, I provided guidance and oversight to a team of customer care and sales representatives, ensuring they were equipped with the knowledge, tools, and resources needed to excel in their roles. I set performance goals, conducted regular coaching sessions, and fostered a collaborative and motivating work environment.As a Team Manager, I effectively managed team performance metrics, such as call quality, customer satisfaction, and sales targets, consistently driving improvements and achieving or surpassing key performance indicators. I implemented strategies to enhance team efficiency, streamline processes, and optimize service delivery, contributing to increased customer satisfaction for Hilton USA. -
Subject Matter ExpertSutherland Oct 2022 - Dec 2022Cape Town, Western Cape, South AfricaDuring my time as an SME, I was selected by the client to support the launch of a new Hilton site under a different vendor called Merchants in Cape Town, South Africa. This opportunity allowed me to collaborate with a diverse group of professionals, contribute to the site's successful implementation, and share my expertise to drive operational excellence and exceptional customer service.
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Subject Matter ExpertSutherland Sep 2021 - Sep 2022Alexandria, EgyptRecognizing my expertise and dedication, I was promoted to the role of Subject Matter Expert (SME). In this capacity, I served as a knowledge resource for the team, providing guidance, coaching, and training on Hilton's policies, procedures, and customer service best practices. I played a crucial role in ensuring consistent service delivery and fostering a positive team culture focused on exceeding customer expectations.
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Customer Service SpecialistSutherland Mar 2021 - Aug 2021Alexandria, EgyptI began my journey at Sutherland as a Customer Care and Sales Representative, where I gained a comprehensive understanding of Hilton's products, services, and customer care protocols. I consistently provided personalized and memorable experiences for customers, addressing inquiries, resolving issues, and promoting Hilton's offerings to enhance guest satisfaction and loyalty.
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Customer Service RepresentativeAltice Usa Feb 2020 - Mar 2021Alexandria, EgyptAs a dedicated Customer Representative and Technical Support professional at Altice USA, I played a vital role in delivering exceptional customer service and technical assistance to Altice customers. With a strong commitment to customer satisfaction, I ensured that each interaction was handled with efficiency, professionalism, and a focus on resolving technical issues.One of my primary responsibilities was to address customer inquiries and provide technical support across a range of Altice USA services, including internet, cable television, and phone services. I effectively assessed and diagnosed customer issues, troubleshooting technical problems, and providing step-by-step guidance to resolve connectivity, equipment, or service-related concerns.As a frontline representative, I managed incoming customer calls, emails, and chats with a customer-centric approach. I actively listened to customers, demonstrated empathy, and communicated in a clear and concise manner to provide accurate information and assistance. I maintained a positive and professional demeanor, ensuring that customers felt supported and confident in our ability to address their concerns.In addition to technical troubleshooting, I also handled billing inquiries, service upgrades, and account management tasks. I assisted customers with billing discrepancies, explained pricing plans, and facilitated service changes or cancellations when necessary. I effectively navigated internal systems and databases to update customer information, process payments, and ensure accurate billing.Throughout my role, I consistently demonstrated strong problem-solving skills, adapting to different technical scenarios, and using a logical approach to identify root causes and provide effective solutions. -
Customer Service Representative, Vodafone UkVodafone Jan 2019 - Jan 2020Alexandria, EgyptAs a dedicated Customer Service Representative at Vodafone UK, I played an important role in providing exceptional service and support to customers, specifically in handling billing issues and addressing inquiries on the customer care line. With a strong focus on customer satisfaction, I consistently ensured that each interaction left customers feeling valued and their concerns resolved.One of my primary responsibilities was assisting customers with billing inquiries and concerns. I effectively navigated billing systems and databases to accurately identify and resolve billing discrepancies, clarify charges, and assist with payment-related matters. I patiently listened to customer concerns, empathized with their frustrations, and provided clear explanations and resolutions to ensure their satisfaction.Working as a Customer Service Representative at Vodafone UK allowed me to develop strong interpersonal and communication skills. I honed my ability to adapt to diverse customer needs, effectively communicate complex information in a clear and concise manner, and maintain a high level of professionalism and empathy. -
VolunteerBibliotheca Alexandrina - مكتبة الإسكندرية Sep 2016 - Dec 2018Alexandria, EgyptAs a passionate volunteer at the Bibliotheca Alexandrina, I had the unique opportunity to contribute to the organization's mission of promoting knowledge, cultural exchange, and community engagement. Through my involvement, I actively participated in organizing conferences, seminars, and civil work projects that simulated real institutions, providing invaluable experiences and fostering personal and professional growth.One of my primary responsibilities as a volunteer was assisting in the coordination and organization of conferences and seminars held at the Bibliotheca Alexandrina. This included tasks such as event planning, logistical arrangements, participant registration, and on-site support. I worked closely with the organizing team, ensuring the smooth execution of these events and contributing to their success.In addition to conferences and seminars, I was involved in civil work projects that simulated real-life institutions. These projects aimed to address social and community challenges. These experiences allowed me to apply my skills and knowledge in practical settings, while also fostering a sense of civic responsibility and empathy.Throughout my volunteer work, I collaborated with a diverse group of individuals, including fellow volunteers, event organizers, participants, and members of the community. This teamwork not only enhanced my interpersonal skills but also exposed me to different perspectives and culturesVolunteering at the Bibliotheca Alexandrina provided me with a rich learning environment where I could expand my knowledge of various subjects and engage with intellectual and cultural discourse. I had the privilege of attending lectures, workshops, and exhibitions hosted by the library, deepening my understanding of a wide range of topics and fostering a lifelong love for learning -
TraineeLeague Of Arab States Jun 2017 - Sep 2017Cairo, EgyptAs a dedicated intern at the League of Arab States, I had the privilege of participating in a comprehensive program focused on communication skills, negotiation, and etiquette, along with an in-depth exploration of the League's rich history. This internship provided me with valuable insights into the diplomatic realm and enhanced my understanding of intergovernmental organizations.During my internship, I actively engaged in various activities that sharpened my communication abilities. I participated in workshops and training sessions that focused on effective public speaking, professional writing, and intercultural communication. Through role-playing exercises, I honed my negotiation skills, learning to navigate diverse perspectives and find common ground in diplomatic settings.Furthermore, my internship at the League of Arab States provided me with a deep understanding of the organization's history, objectives, and achievements. I delved into the League's foundational principles, its role in promoting cooperation among Arab nations, and its efforts in addressing regional challenges. This knowledge broadened my perspective on regional diplomacy and strengthened my commitment to fostering unity and collaboration.Throughout my internship, I had the privilege of interacting with professionals from various departments within the League. This exposure allowed me to observe firsthand the inner workings of an intergovernmental organization and understand the complexity of multilateral decision-making processes. I actively contributed to team projects, collaborating with colleagues to develop strategies for effective communication and promoting the League's initiatives. -
TraineeFaisal Islamic Bank Of Egypt Jan 2017 - Mar 2017Cairo, EgyptAs a motivated intern at Banque du Caire, I had the valuable opportunity to gain firsthand experience in the dynamic world of banking. Under the guidance of seasoned professionals, I actively participated in various aspects of the bank's operations, building a solid foundation of knowledge and skills in the financial industry.During my internship, I worked closely with different departments within the bank, This exposure allowed me to gain insights into the diverse functions and responsibilities that contribute to the overall success of a financial institution. -
VolunteerResala Charity Organization | جمعية رسالة للأعمال الخيرية Jan 2015 - Dec 2016Cairo, EgyptAs a volunteer, I consistently demonstrated commitment, reliability, and a genuine passion for making a difference. I found fulfillment in knowing that my contributions were positively impacting the lives of those in need. The experience has also reinforced my belief in the power of collective action and the importance of giving back to the community.Volunteering at Resala was an enriching and transformative experience that has shaped my personal and professional growth. I remain committed to continuing my involvement in charitable causes and making a lasting difference in the lives of others.
Abdullah Attia Education Details
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Economics
Frequently Asked Questions about Abdullah Attia
What company does Abdullah Attia work for?
Abdullah Attia works for Sutherland
What is Abdullah Attia's role at the current company?
Abdullah Attia's current role is Team Lead.
What schools did Abdullah Attia attend?
Abdullah Attia attended Alexandria University.
Who are Abdullah Attia's colleagues?
Abdullah Attia's colleagues are Mary Bolton, Hanna Bianca Cardano, Anwesha Panigrahi, Christopher Fernandes, Lloyd Thomas, Narayanan Venkat, Gerald Banzuela.
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