Eslam Ramadan Email & Phone Number

• Supporting the Process Manager in overseeing the development, implementation, and improvement of processes within an organization.
• Identifying areas for process improvement and efficiency gains. Working with the Process Manager to streamline workflows and optimize operations.
• Collaborating with team members to ensure processes are followed correctly and consistently. Providing guidance and training as needed.
• Analyzing process data and performance metrics to identify trends, issues, and opportunities for improvement.
• Ensuring that processes meet quality standards and comply with regulations. Implementing quality control measures as necessary.
• Documenting processes, procedures, and changes for reference and training purposes. Keeping process documentation up to date.

Riyadh, Saudi Arabia

-Planning and coordinating operational activities-Monitoring and analyzing operations-Managing resources-Process improvement-Communication and coordination between different departments

Qesm El Maadi, Cairo, Egypt

- Responsible for day-to-day delivery operations.- Assist with the implementation of new processes and procedures.- Identify ways to improve customer experiences.- Interact with couriers in answering questions and resolving issues.- Daily live Tracking couriers to maintain sufficient service to the clients.- Troubleshoot and investigate fraud and troubled.

New Cairo, Cairo, Egypt

• Customer Service Representative. at (Careem Ride-Hailing) For (Captain Support)- Handling inbound calls from the captain to support him if faced any issues with the customer trip.- Support the captain if faced any.
• Back Office Agent. (Careem Ride-Hailing) For (Captain Support) (Egypt & KSA)- Handling inbound tickets from the captain and replying with the right reply and supporting him with a call if faced any urgent issue or.
• Subject Matter Expert (SME).- Handling escalated tickets from T1 agents.- Handling escalation sheets related to calls or tickets.- Escalate to the relevant department if we faced any global issue and I'm responsible to.

Heliopolis, Cairo, Egypt

• Customer Service Representative at Vodafone Cash.- Handling inbound calls to solve a customer problem and follow up to keep customers satisfied with our service.- Handling angry customers when we face any delay in the.
• Follow Up Team.- Making outbound calls to unsatisfied customers to give more care to be more satisfied and solve their problems by 100%.
• Back Office Escalation & Complaint.- Follow up with customers who ask to make a complaint or want to call Complaint Team.- Handling requests for complaints and listening to the call and sending reports to the direct.
• Acting As Team Leader.- Managing the intervals, Listening to bad calls, Coaching my team, Create plans to achieve our target. - Control absenteeism, Improve my team skills.

Cairo, Egypt

- Answer the customer's call to take his order.- Write the customer's address to deliver his order to him.- Offered the new offer on the call to upgrade our sales.

Heliopolis, Cairo, Egypt

• Vodafone Egypt.
• Customer Service Representative- Handling inbound calls to solve customer problems and follow up to keep customers satisfied with our service.
• Technical Support.- Make sessions to improve the information for employees to develop their experience.- Training new employees and giving them the experience to be able to solve customer problems.
• Back Office Escalation & Complaint.- Handle our customers' complaints and solve problems to help angry customers and get a good experience from them.