* Led Structure (In-House - Outsource) contains:- 2 Managers,4 Team leaders, A Quality Coach, and Trainer & 65 to 120 Agents “Upon seasonality” Distributed among 2diffrent LOB (Inbound - Outbound).* Budgeting & Recruiting * parley With the Commercial planner on achievable targets Monthly.* Implementing New Leads to Maxsimuiz which led to over-achieve for 14 weeks in raw with AVG of 118% NMV & GMV.* Maintaining Jumia Egypt at 2nd position during the First Quarter (13 Weeks) in terms of net orders and Delivery success rate among 10 countries.* Integration between Salesforce Data for customer service and Sales Data to create a gigantic Data pool of Leads.

* Assessed Customer Relationship Management (CRM) reports identifying strengths and weaknesses, using findings to develop strategic action plans such as (MPS, Csat, and Surveys)* Setting a clear mission for the support center and deploying strategies focused on ensuring support center growth.* Analyze statistics and compile accurate reports while maintaining an orderly workflow according to priorities.* Initiate New Channel for Customer Services (Live Chat) and establish its KPIs to determine performance and best quality served* Managing variance and multi-voice and non-voice channels, inbound, LiveChat, Emails, etc.* Facilitated clear communication between distribution centers, carrier companies, and customers to expertly resolve inquiries* Established team priorities, maintained schedules, and monitored performance.

* Trained employees to follow standard work processes and learn role-specific skills.* Led team meetings and brainstorming sessions to evaluate goal progress and support project deadlines.* Resolved customer issues to restore satisfaction and meet contract terms.* Held Confirmation Department Which contains 400 Agents * Prioritized workflow and resolved daily operational challenges to support goal achievement.* Assessed Customer Relationship Management (CRM) reports identifying strengths and weaknesses, using findings to develop strategic action plans such as (MPS, Csat, and Surveys)* Initiate New Channel for Customer Services (Live Chat) and establish its KPIs to determine performance and best quality serve

* Reaching To Top Vendors and Detractors to illuminate Their business and to convert them into promoters. * Reviewed accounts daily to determine areas needing improvement and strategies for correcting faults.* Collected and documented data from various sources to compile a complete picture of the business operations.* Recommended improvements to current business processes with evidence-based advice. Automated business processes for improved speed and accuracy.* Monitored performance metrics focused on driving results of key business areas.* Communicated regularly with external and internal personnel to understand and meet their needs.

* Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.*Clarified customer issues and determining root cause of problems to resolve product or service complaints. *Offered advice and assistance to customers, paying attention to special needs or wants.*Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.*Developed and actualized customer service initiatives to decrease wait times.*Responded to customer calls and emails to answer questions about products and services.*Collected customer feedback and made process changes to exceed customer satisfaction goals.

*worked at WIND project for 3 months*Transferred into Du Account regarding performance*Developed and actualized customer service initiatives to decrease wait times.*Responded to customer calls and emails to answer questions about products and services.*Collected customer feedback and made process changes to exceed customer satisfaction goals.

* Compiled general ledger entries on a short schedule with 100% accuracy.* Conducted technical and analytical reviews of tax returns to check for accuracy and qualified deductions. * Prepared working papers, reports, and supporting documentation for audit findings.* Collected and reported monthly expense variances and explanations.* Computed taxes owed by applying prescribed rates, laws, and regulations