Fatma Abdelwahab

Customer Service Officer - Mystery Shopper Program Coordinator

1. Program Development and Management:

- Develop and implement mystery shopping programs to assess customer service quality and compliance with company standards.

- Collaborate with management to define objectives, key performance indicators (KPIs), and evaluation criteria for mystery shopping.

2. Recruitment and Training:

- Recruit and train mystery shoppers on how to assess customer service, product quality, and store presentation.

- Provide clear guidelines and criteria for evaluations to ensure consistency and reliability of feedback.

3. Coordination and Communication:

- Schedule and coordinate mystery shopping assignments and communicate expectations to mystery shoppers.

- Serve as aprimary point of contact for mystery shoppers, addressing any questions or concerns they may have.

4. Data Collection and Analysis:

- Collect, analyze, and compile reports based on feedback and evaluations from mystery shoppers.

- Identify trends, areas for improvement, and actionable insights to enhance customer service performance.

5. Feedback and Recommendations:

- Prepare and present findings to management and relevant departments, highlighting strengths and recommending areas for improvement.

- Work collaboratively with department heads to develop training programs or initiatives based on feedback received.

6. Quality Assurance:

- Ensure the integrity and confidentiality of the mystery shopping process.

- Monitor and review mystery shopping reports to maintain consistency and reliability in evaluations.

7. Customer Experience Enhancement:

- Advocate for best practices in customer service based on insights gathered from mystery shopping.

- Engage in ongoing improvements to customer service strategies based on data-driven recommendations.

Complaints Management Action Team:

Maintain customer satisfaction by utilizing problem-solving resources and managing staff.
Assists customers with their queries and evaluates their concerns to improve services and help to retain and build solid customer relationships.
Answer an average of 100 calls per day in a high-volume call
center environment.
Resolve customer complaints and ensure calls are handled in
a professional and prompt manner.
Contributed to the company's highest quarterly customer
satisfaction rate of 92%.Consistently earned “above
average” or “excellent” on-call quality evaluations.
Train and assist entry-level customer service officers by
helping them improve their listening skills, communication
and multitasking abilities.
Responded to customer calls and emails to answer questions
about products and services.

• Monitored sales performances daily, identified slow-moving products, and took corrective actions promptly.
• Implemented promotional activities and increased product visibility and awareness amongst customers.
• Resolved customer complaints efficiently and ensured customer satisfaction.
• Completed administrative tasks such as generating reports on sales trends, losses, or thefts without delay or errors.

• Conducted inventory checks to ensure stock accuracy.
• Handled cash transactions accurately, maintaining financial integrity.
• Promoted loyalty schemes to customers, enhancing brand loyalty.
• Provided product knowledge to customers for informed purchases.