Amr Reda Email & Phone Number

Dubai, AE

Dubai, United Arab Emirates

• Develop and execute a comprehensive regional customer experience strategy aligned with organizational goals, focusing on enhancing customer satisfaction, loyalty, and brand perception.
• Collaborate with cross-functional teams to identity opportunities for process improvement and innovation in customer service.
• Establish and enforce stringent quality assurance standards, ensuring adherence to established service protocols, regulatory requirements, and company policies.
• Monitor and assess customer service interactions to identity areas for improvement and implement corrective measures as needed.
• Lead the development and implementation of training programs to equip the customer service team with the skills and knowledge required to deliver exceptional service.Foster a culture of continuous learning. providing.
• Oversee the performance of the customer service team across multiple malls, conducting regular assessments and providing constructive feedback to drive continuous improvement.

• . Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
• Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
• Maintain detailed logs and reports of services performed, profit and budget information

• Overseeing projects and supervises the day-to-day operations of my team.
• Making sure everyone is pulling their weight, distributing the workload evenly.
• Making sure that the motivation and performance levels are maintained.
• Dealing with clients and handling complaints
• Providing daily, weekly and monthly reports.
• Providing any training that team members need.

Centro Global Solutions

• Forecasting the requirements, so the company will know how many employees with what skills they will need in the future.
• Planning the work schedule, so the company will have exactly the right number of employees to meet their needs.
• Managing the employees’ time, so the company can determine the employees’ work time accounts
• Monitoring and analyzing the results, so we can see whether we are meeting our targets, and take prompt action if not.

• Participates in design of call monitoring formats and quality standards.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Verifies telemarketing results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
• Coordinates and facilitates call calibration sessions, quality control awareness sessions and product knowledge & soft skills training for call center staff.
• Provides feedback to call center team leaders and managers.

Influences customers to buy or retain product or service by following a prepared script to give product reference information.Documents transactions by completing forms and record logs.Maintains database by entering, verifying, and backing up data.Keeps equipment operational by following manufacturer's instructions and established procedures; notifying.

• Designing the web by using HTML, CSS, Java Script and Jquery.
• Using Photoshop and illustrator

Executive Mba, Business Administration And Management, General

Bachelor'S Degree, Computer Science