Rami Bahaa Eldeen Email & Phone Number

Cairo, Eg

Cairo, Egypt

- Checking the Team performance and taking the needed actions with the outliers.- Manual refunds for customers. - Dealing with CPA complaints (Consumer Protection Agency).- Receiving bank fraud complaints, and investigating fraud cases.- Handling customer complaints (Manager call requests and emails).- Checking the customer Support team's needs (Requests- Complaints - Inquiries)- Working on cross-functional tasks.- Reimbursement validation (payment and discrepancies) AKA Refunds and validation.- Managing the cross-functional department requests.

Cairo, Egypt

Managing the TQM Team (Auditors, Social Medial, Monitoring specialists) to:- Driving customer experience improvements- Driving internal process improvements- Direct quality assurance- Agent monitoring & support.- Onboarding for new agents.- Achievement of business goals- Providing information for audit trails- Prepare reports for upper management

Maadi

As a call center team leader, My primary role is to oversee and manage a team of contact center agents to ensure the smooth and efficient operation of the contact center.Led the different contact center teams to hit the planned targets using the different coaching and motivational techniquesHelped team members to improve their skills using the recent coaching methods.Delivered the company vision & mission and targets to the team members and assisted them to catch up with the old members to enhance the performance and achieve the KPIs.

Cairo, Egypt

provided the customers over the phone, Chats, and E-mails with needed support with the service. Kept listening to the customer inquiries to be able to fulfill their requests whether requesting to follow up on their orders and/or edit the order details, troubleshooting the application issue following the technical steps provided by the tech team. Ensured following the process to reach the highest levels of customer satisfaction.Retained angry customers who was about to abandon the service due to several sudden issues.

Cairo, Egypt

Kept working in this role as a global captain connect specialist providing support to the MENA region countries captains who needed help with the application and trips, with the customers, or requesting to revise the trip detials and violators.

Cairo, Egypt

Had a great time sharpening my skills and knowledge about the main factors to drive a customer to abandon service and what it takes to retain a customer. It was a mixed rule between the sales and customer service works.

Cairo, Egypt

provided the customers over the phone with needed support with the service. Kept listening to the customer inquiries to be able to fulfill their requests whether requesting to renew the subscription or finding reasons behind the technical issues they are facing with the receivers by following the technical steps provided by the tech team.

Cairo, Egypt

Small and medium Business team in Raya was a major step in understanding business needs and how to deal with the valued success stories as a customer.- Handled the Customer Inquiries.- Assisted on the E-Invoice justification during the billing cycle.- assisted the customers with product usage, guided them through processes, and offered solutions to problems they encountered to guarantee customer satisfaction high levels.

Cairo, Egypt

Effectively and efficiently solved a wide range of incoming complaints to achieve customer satisfaction. Established warm and friendly rapport whilst interacting with customers by phone. Supported customers experiencing technical difficulties, quickly identifying issues, qualifying customer expectations, and conducting troubleshooting leading to timely first-time resolution.