Islam El Sayed Email & Phone Number

Cairo, Cairo Governorate, Eg

● Monitoring and improving daily functions● Building processes based on our business goals● Measuring the efficiency of systems and procedures● Ensure all systems operate smoothly and align with our quality standards● Maximize the efficiency of all business procedures● Establish production KPIs and conduct quality assessments● Build processes that meet our business objectives and ensure compliance● Monitor financial data and recommend solutions that will improve profitability● Coordinate with the HR department to ensure our hiring plans meet our business needs● Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans●Managing the success team and taking care of renewals, upgrades and customer retention● Establish and report weekly, monthly, and quarterly performance KPIs for all departmentsAccomplishments:● Restructured all customer-facing departments into one department while maintaining the same productivity and decreasing expenses by $4000● Led the automation project by creating a 100% visual help center to reduce the resolution time, decrease the inflows by 30%, and have one source of truth for the whole company● Maximised tool usage by implementing AI resolution to conversation inflows which decreased human interaction by 49%● Enhanced the onboarding process by creating a video to onboard clients on the product instead of having an onboarding member have repetitive sessions saying the same info● Decreased the expenses of the company by 30% whether by negotiating with vendors or decreasing headcount while maintaining the same performance

Cairo, Egypt

Leading the conversion of call center orders into online orders. 40% conversion rate from call center orders into online orders MoM. Decreased cost by 15% through negotiations with vendors and looking for cheaper alternatives with the same outcome. Increased the client base by 200% in 1 year. Led the business into profitability coming from -90% loss.

● Hiring and training new customer service agents, team leads and senior support specialists.● Supervising day-to-day operations in the customer service department.● Creating effective customer service procedures, policies, and standards.● Setting strategic plans to improve the team performance and KPIs● Setting the right OKRs for the team and ensuring the highest achievement throughout the year.● Building and maintaining a high-performance culture focused on delivering world-class customer support.● Ensuring improvement in customer support quality by monitoring and evaluating customer support strategies,analyzing results, and implementing necessary changes.● Defusing situations with unhappy clients and finding the gap which led to that dissatisfaction in order to solveunfavorable situations from its core.● Liaising with other departments (Product, Sales, Marketing, and Engineering) in order to improve internal tools, facilitate the support process, and enhance the user experience.● Negotiating with Software Support Platforms to get the best tools possible for a fair price.Accomplishments:● Reducing the working hours to 7 instead of 8 without any extra costs and with no impact on our metrics● Led a project of upgrading clients to an annual subscription instead of a monthly subscription to increase the cash flow of the company in addition to more commitment from the clients to Zyda which we managed to upgrade clients worth 20000USD of cash flow in a month period● Developed a scalable schedule and placed workforce rules that ensure availability of 24/7 support through● Created a google website as a knowledge base for the team and to collect all the info in one place● Modified a new quality module to have a separate auditor for each of the Knowledge and the Culture to match the different nationalities and cultures we're dealing with● Reached a 98% CSAT in the month of July

● Lead, empower and develop a robust team of specialists within a time-sensitive and fast-paced environment to deliver high-quality/meaningful outputs that support clients in MENA Region.● Deliver actionable feedback to CSRs who are either outperforming or under-performing on KPIs● Mentor team members to ensure they meet/exceed their targets/goals on a consistent basis while providing support in an effective and timely manner● Be available to CSRs by maintaining a consistent presence on the floor and acts as the first point of contact for escalations on critical/ time-sensitive issues.● Elevating their performance and guiding them to the next step of their career by developing their skills.● Perform root cause analysis and facilitate workshops to identify issues and solutions.● Collaborate closely with program leads to stay up-to-date team impacting changes and disseminate critical impacts to the rest of the team while communicating the "Why" behind the information or decision● Perform team admin duties such as annual leave management, attendance/lateness monitoring, file management, etc...● Communicate and set clear expectations for team/individual priorities to make sure the focus is on the right areas● Defusing situations with unhappy clients and finding the gap which led to that dissatisfaction in order to solveAccomplishments:● Reached a response time of 17 sec and an average CSAT score of 97% for the entire year of 2021● Developed a scalable schedule and placed workforce rules that ensure availability of 24/7 support through● Took the lead in creating a style reference for the team and support knowledge base to ensure consistency.● Top-performing TL for 3 straight quarters (Q1 to Q3) in 2021.

Cairo Governorate, Egypt

● Lead, empower, and develop a robust team of specialists within a time-sensitive and fast-paced environment to deliver high quality/meaningful outputs that support riders in SSA Region● Deliver actionable feedback to CSRs who are either outperforming or underperforming on KPIs.● Be available to CSRs by maintaining a consistent presence on the floor and acts as first point of contact for escalations on critical/ time-sensitive issues. ● Elevating their performance and guiding them to the next step of their career by developing their skills.● Perform root cause analysis and facilitate workshops to identify issues and solutions.● Making sure that the knowledge base used to handle the riders is on check when it comes to the quality and the needs of the market.● Communicating with the stakeholders to ensure we're following the company's plan by delivering the best experience possible to our riders.● Perform team admin duties such as annual leave management, attendance/lateness monitoring, file management, etc...● Contribute to strategic plans that will help the CAI COE Rider Support Team evolve to the next level and to make them the best Support Specialists possible.

Cairo Governorate, Egypt

● Delivering high-quality service across multiple support platforms (email, chat).● Showing compassion to frustrated riders and drivers in the SSA region while solving problems and addressingunsatisfactory experiences.● Building loyalty among new users and get our early adopters to fall in love with Uber all over again.● Triaging issues and escalating them when necessary.

Cairo Governorate, Egypt

● Teaching the art of waterpolo to young kids to pass my experience as a player to the next generations.

● Handling customers face to face and making sure they have the support they expect.● Responsible for selling the company's products by helping the customer decide what's best for them and convincing them of other options if available.● Upsell the company's products and rate plans to reach the sales target.

● Handling customers through phone and making sure that their problems are solved.● Offering the company's products and rate plans to the customers through phone.