Islam Mohamed Email & Phone Number

Cairo, Eg

Cairo, Eg

Cairo, Egypt

Reporting to Operations Manager, leading a team of 15 tier 2 specialists, responsible for several tasks.● Led a team of [10~20] customer service representatives in providing excellent customer service● Managed team performance and provided coaching and feedback to improve individual and team performance● Conducted training and development programs for customer service representatives● Represented the customer service department in cross-functional projects● Resolved complex customer issues and escalated cases as needed

Cairo, Egypt

Reporting to Operations Manager, leading a team of 20 tier 2 specialists, responsible several tasks, including:• Onboarding New Business Opportunities, ensuring everything is set before taking the partner live, from training, drawing their delivery area and zone, system transmission and menu testing, etc...• Managed to improve vendor performance in multiple KPIs, improving Net Fail Rate by 0.1% over 300,000 orders, and vendor's availability/offline trend by 11% within 6 months.• Automated and created multiple daily reports and dashboards on Salesforce Lightening.• Active weekly/monthly/quarterly analysis on multiple Vendor KPIs such as Fail Rate, Top Offenders etc.• Process implementation and enhancement, revamping and simplifying Knowledge Base• Point of Contact to multiple stakeholders such as Vendor Performance Manager and Knowledge Team.• Implementing business process for Vendor Monitor Automation, vendor effective coaching cycle.• Working closely with Account Management (Key & Non-Key) to decrease fail rate and improve partners' performance, set action plans, increasing app new features awareness.• Leading the team thru day-to-day operations, monitoring performance, delivering on-time constant coaching.• Improved team members' performance, productivity, and quality by over 35%.• PIP and Action Plan design and implementation, with great success on business and people.• Lead several minor tasks that caused minor improvement across all KPIs.

Cairo, Egypt

•Tracking Specialists' day to day work and reported to the direct manager.•Assists and mentors all specialists.•Document the outcome and the analysis feedback.•Maintaining and reporting queues.•Participating in quality calibrations and improvement.

Cairo, Egypt

• Making the onboarding call to new joining vendors.•Assists and mentors new partners.•Analyze the list of underperforming restaurants according to KPI’s.•Conduct coaching calls to restaurant’s managers and provides solutions to enhance their KPIs.•Tracking the performance history and follow up on the restaurant performance in the future.•Document the outcome and the analysis feedback.•Escalate and take action whenever needed.•Report the daily outcome to the direct manager.•Ability to achieve and maintain performance standards.•Able to interact with all levels of partners in a professional manner•Adheres to company processes and guidelines

6Th Of October, Cairo, Egypt

•Answering customers' inquiries via Chat. providing the right information.•Answering or making outbound calls to customers to learn about and address their needs, complaints,or other issues with the services•Responding efficiently and accurately to customers, explaining possible solutions, and ensuring thatcustomers feel supported and valued.•Communicates with other departments to answer customers’ inquiries, solve their problems and fulfilltheir needs•Adhering to all company policies and procedures.

Al Khobar, Eastern, Saudi Arabia

•Supporting the senior/managing accountant.•Maintain the company's daily financial transactions.•Create and update expense reports.•Enter financial transactions into internal databases.•Check spreadsheets for accuracy.•Manage payroll activities and release salaries.•Verify payments and deposits made through the company account and coordinate with the bank.•Create daily reports for management.

Al Khobar, Eastern, Saudi Arabia

•Contacting potential or existing customers to inform them about a product or service using scripts•Answering questions about products or the company•Asking questions to understand customer requirements and close sales