Sayed Ibrahim Email & Phone Number

Cairo, Egypt

Maintain and develop internal support and call center quality standards;Review a subset of support agents’ conversations (calls, emails, chat, etc);Assess support interactions based on internal standards;Accompany evaluations with meaningful and constructive feedback;Discuss and explain feedback with agents in regular meetings;Map the need for training and onboarding programs and initiate these projects;Monitor customer service performance on the agent and team level;Create reports that reflect support performance;Participate in calibration sessions to maintain consistency in internal evaluations.

Cairo, Cairo, Egypt

Auditing (Chat & inbound & Outbound calls & Social Media & JIRA) and evaluate agents' performance concerning the quality of service offered through all channels.Provide clear insights into performance drivers and which impact our scores.Manage/Deliver auditing reports for Customer Support Leads.Give recommendations for process improvements based on the customer experience and feedback.Design quality rules and guidelines to achieve the highest performances with team managers.Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.Conduct presentations & business simulations with new hires.

Cairo, Egypt

Deliver high-quality service across multiple support platforms(chat, phone)• Show empathy to frustrated Customers & Clients while solvingproblems and addressing unsatisfactory experiences• Create loyalty among new users and get our early adopters tofall in love with Khazna products and services.• Triage issues and escalate them when necessary• Processing orders, forms, applications, and requests.• Keeping records of customer interactions, transactions,comments, and complaints.• Take the extra mile to engage customers.• Working closely with operations teams and the finance team toprovide accurate information to the customers.

Cairo, Egypt

• Receiving inbound calls from customers and partners.• Providing proper solutions for repeated issues.• Validating and verifying data and information with customers toapprove their requests.• Make outbound calls for customers to update them withsolutions and approvals for their requests.• Handling social media inquiries "instagram\ Facebook\ Googleplay\ App store"

Cairo, Egypt

maximize customer satisfaction by analysing complaints and performing the right corrective actions.

Cairo, Egypt

I was responsible to enter the drivers data and make sure that it is match the company’s policy and prepare their data to make sure that they are qualified and let them continue the other steps and be online to start their trips on the app

Cairo, Egypt

-I joined “BTech” as a customer care representative and I was responsible to receive the customer inquiry through inbound call and understand their problems and offer a good solution for this and also make sure that they are satisfied.- I selected to be one of the support Team and I was reporting to the supervisor directly and I was acting like a senior team leader.

Cairo, Egypt

Customer care representative