Islam Mohamed Email & Phone Number

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

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.

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.

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