Amr Abo Elkhair Othman
Dubai,UAE
Summary
Personable and dedicated Customer Service Representative with extensive experience in maintaining customer satisfaction and contributing to company success. Expertise in quality, speed, and process optimization. Proven team leader and public speaker with a background in adult learning and training. Solution-oriented communicator skilled in establishing rapport with clients. Hard-working Team Leader with 5 years of experience in E-Commerce environments. Analyses KPIs and implements service enhancements. Engaging and motivational leader, skilled at training and coaching high-performing employees. Dedicated Team Leader promoting quality assurance, issue resolution and interpersonal communication skills. Bilingual and proficient at troubleshooting and supervising talented teams. Seeking similar position in retail management.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Care Centre Team Leader
Serindipity Events Company
Dubai
02.2023 - Current
- Led a team to provide exceptional customer care and support
- Managed daily operations of the care center ensuring smooth processes
- Trained and developed team members to enhance performance and customer service skills
- Resolved escalated customer issues with effective communication and problem-solving skills
- Coordinated with other departments to ensure customer satisfaction.
- Improved customer satisfaction through close collaboration with the team.
- Developed strategies for improved performance level across the team.
- Led team of 10 to achieve KPI targets and successfully complete assigned projects.
Operation Team Leader
Noon
Alexandria, Egypt
01.2022 - 10.2022
- Supervised work of contracted employees to deliver work on schedule
- Resolved customer issues in multiple languages
- Trained and mentored employees to maximize team performance
- Guided teams in product merchandising and inventory management
- Managed complaints with clear communication and problem-solving
- Enhanced team relationships through team-building activities.
- Carried out day-to-day duties accurately and efficiently.
- Completed customer orders with speed and accuracy.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Successfully delivered on tasks within tight deadlines.
Quality Control Analyst
Fetchr for logistic services
Cairo, Egypt
07.2020 - 10.2021
- Analyzed performance test results and suggested enhancements
- Conducted quality analysis on raw materials
- Reviewed DA calls with customers to ensure excellent delivery process
- Accompanied DAs to gather comprehensive reports on customer interactions.
- Trained junior analysts, contributing to team development.
- Maintained comprehensive records of all quality control activities to facilitate easy tracking and reporting.
- Developed training materials for staff, enhancing collective skill set and knowledge base.
- Maintained up-to-date equipment records and logbooks, ready for audits at all times.
- Conducted 10 inspections and samplings each day, exceeding team average by 95%.
Support Team Leader
Fetchr for logistic services
Cairo, Egypt
04.2020 - 07.2020
- Delegated tasks and assigned workloads during staff meetings
- Resolved complex customer enquiries and complaints
- Monitored team performance through observations and key metrics
- Cultivated a supportive and positive working environment.
- Delegated tasks to team members, enhanced productivity.
- Coordinated team schedules for optimal coverage during peak hours.
- Delivered reliable, high quality technical support to average of 15 users daily.
Fetchr Operation Trainer
Fetchr for logistic services
Cairo, Egypt
05.2017 - 05.2020
- Trained and mentored employees to maximize performance
- Identified issues and provided solutions
- Optimized team training and staff development as I gave a training in the company for more that 200 delivery agent and employee.
- Developed employee skills by delivering comprehensive training programmes.
- Prepared detailed training materials, ensured ease of understanding for all participants.
- Brought about positive change in employee attitudes towards continual professional development.
- Analysed training needs to determine learning styles and skills shortages.
Customer Service Rep
Fetchr for logistic services
Cairo, Egypt
01.2017 - 04.2018
- Worked as CSR for Etisalat UAE credit account
- Resolved customer service issues promptly
- Assisted customers with product-related questions, feedback, and complaints
- Processed product orders and service upgrades
- Managed high volume of inbound calls for quick resolution of customer issues.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 90%.
Customer Service Representative
Raya Contact Centre
Cairo, Egypt
01.2016 - 04.2017
- Ensured first-class customer service
- Confirmed CX locations over the phone for easier delivery
- Interacted with numerous customers to gain their satisfaction.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Trained new hires for improved productivity and efficiency on the job floor.
- Resolved customer issues effectively, using a strong interpersonal skills and conflict resolution techniques.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Consistently achieved service rating targets, managing customer enquiries with personalized care and attention.
- Listened actively to offer accurate information and best solution to their needs.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Managed 200+ daily calls, taking orders and escalated cancellations.
Education
Bachelor of Arts - English Literature
Menoufia University
Shibin al Kawm, Egypt 09.2010 - 06.2013
Diploma of Higher Education - Studying English
Menoufia University
Shibin al Kawm, Egypt 09.2013 - 06.2014
Skills
- Customer Service Skills
- Call Center Experience
- Active Listening
- Customer Satisfaction
- Multi-Tasking
- Logistical Planning
- Time management
- Microsoft Excel
- Training and Development
- Team leadership
- Leadership skills
Certification
- Leadership and Management
- Team Leadership
- Training and Development
- Mentoring and Coaching
- Performance Monitoring
- Delegation and Task Assignment
- Technical Skills
- Quality Control and Analysis
- ERP and WMS Systems
- Computer Skills (Excel, Word, PowerPoint)
Languages
Arabic
English
Timeline
Care Centre Team Leader
Serindipity Events Company
02.2023 - Current
Operation Team Leader
Noon
01.2022 - 10.2022
Quality Control Analyst
Fetchr for logistic services
07.2020 - 10.2021
Support Team Leader
Fetchr for logistic services
04.2020 - 07.2020
Fetchr Operation Trainer
Fetchr for logistic services
05.2017 - 05.2020
Customer Service Rep
Fetchr for logistic services
01.2017 - 04.2018
Customer Service Representative
Raya Contact Centre
01.2016 - 04.2017
Diploma of Higher Education - Studying English
Menoufia University
09.2013 - 06.2014
Bachelor of Arts - English Literature
Menoufia University
09.2010 - 06.2013
- Leadership and Management
- Team Leadership
- Training and Development
- Mentoring and Coaching
- Performance Monitoring
- Delegation and Task Assignment
- Technical Skills
- Quality Control and Analysis
- ERP and WMS Systems
- Computer Skills (Excel, Word, PowerPoint)
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