Mohammad Mazen Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

- Leadership: Leading a team of 50+ customer service employees, ensuring seamless operations and adherence to service level agreements, key performance indicators, and the NPS score.- Process Optimization: Successfully reduced average handling time (AHT) by 20%, enhancing overall efficiency and customer satisfaction.- First Contact Resolution: Increased First Contact Resolution (FCR) results by 15%, leading to quicker problem-solving and improved customer experience.- Employee Productivity: Achieved a 30% improvement in employee productivity through robust training and mentorship programs, fostering a culture of continuous development.- Customer Satisfaction: Maintained high levels of customer satisfaction by implementing strategic initiatives and hands-on leadership to meet and exceed performance targets.- Recognition: Awarded Employee of the Month and recognized for exceptional contributions to customer service and operational excellence.

- Strategic Planning: Developed and implemented strategic objectives for daily customer experience and service operations.- Corrective Measures: Identified and executed corrective actions to address operational challenges and improve service quality.- Collaboration: Worked closely with the resource planning team to ensure efficient allocation of resources and optimal service delivery.- Service Improvement: Evaluated and enhanced service and sales objectives to achieve high standards of quality and delivery.- Operational Excellence: Focused on continuous improvement to maintain superior customer service and operational efficiency.

- Performance Reporting: Compiled monthly and annual performance reports, providing comprehensive assessments of results and team performance through key metrics.- Operational Monitoring: Monitored operations to ensure adherence to service level standards, company policies, and departmental procedures.- Sales Enhancement: Improved sales performance and conversion rates by offering the team constructive feedback and actionable suggestions.- Team Analysis: Analyzed team excellence and identified areas for improvement to drive better performance and customer satisfaction.- Compliance: Ensured all customer service activities complied with organizational standards and regulatory requirements.

Provided strategic leadership, training, and guidance to junior team members. Engaged with management to ensure performance goals are met and delivered outstanding customer service through precise processing of orders.

• Addressed inbound chats, emails, and calls from a global customer base. Played a key role in conducting sales transactions and processing customer orders in the system. Furnished customers with comprehensive product and service information.• Attained customer satisfaction by actively evaluating issues and delivering logical and effective solutions. Documented all interactions, including calls, emails, and chats, in accordance with standard operating procedures.