Years of professional Experience
Hi, I’m
Abdelraheem Mahmoud
Contact Center Supervisor
Dubai
Overview
19
6
Certificates / Courses
Summary
Professional with extensive experience in managing and optimizing Contact Center operations. Adept at leading teams to meet performance goals and enhance client satisfaction. Known for fostering collaborative environments and adapting to evolving business needs, with solid skills in conflict resolution and team management.
Work History
Federal Tax Authority
Contact Center Supervisor
11.2017 - Current
Job overview
- Supervised daily operations to ensure adherence to customer service standards.
- Analyzed complex datasets to identify trends and support strategic decision-making.
- Developed interactive dashboards using Tableau / Power BI / Excel to visualize key performance indicators.
- Analyzed user requirements and translated them into functional specifications for CRM enhancements.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
- Developed API integrations between the CRM platform and third-party tools for enhanced functionality and data sharing capabilities.
- Ensured compliance with the authority policies and procedures, maintaining the highest level of professionalism within the team.
- Collaborated with cross-functional teams to enhance service delivery and support initiatives.
- Coordinated with other departments to provide smooth execution of workflow.
Bein Sports
Senior Sales Executive
03.2017 - 08.2017
Job overview
- Led strategic sales initiatives to enhance market penetration and drive revenue growth.
- Developed and maintained relationships with key clients, ensuring high customer satisfaction levels.
- Coordinated participation in trade shows and conferences aimed at increasing brand awareness among potential clients and industry peers alike.
OSN
Senior Direct Sales
08.2014 - 01.2017
Job overview
- Led sales presentations, effectively communicating product benefits to potential clients.
- Negotiated contracts with key clients, maximizing profitability while ensuring customer retention.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
Etisalat UAE
Customer Service Officer
07.2013 - 08.2014
Job overview
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided product knowledge to customers, enhancing their experience and satisfaction levels.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Vodafone
Technical Support Representative
09.2010 - 09.2012
Job overview
- Resolved technical issues for customers through phone and chat support, ensuring timely resolutions.
- Streamlined troubleshooting processes, enhancing response times and customer satisfaction rates.
- Implemented knowledge base updates based on emerging trends in customer inquiries and technical challenges.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Orange Telecom "Mobinil"
Complaints Officer
08.2007 - 07.2010
Job overview
- Resolved customer complaints through effective communication and problem-solving techniques.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints and reporting on complaint trends.
- Improved overall customer experience by actively listening to concerns and empathizing with complainants while seeking mutually beneficial solutions.
Education
Future Academy Cairo, Egypt
Bachelor of Management Information System from Computer Science
09-2009
Skills
- Effective administrative skills
- Skilled in analytical problem-solving
- Effective teamwork and self-management
- Effective verbal and written communication
- Enthusiastic and dedicated
Certification
- Project Management Diploma L1, L2
- Basic Business Skills Acquisition
- Corporate Billing And Customer Management
- Advanced ICDL
- Adobe Graphic Diploma
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)