Hazem Ghazy

• Supervised and tracked phone and email activity using various contact center applications and software tools.
• Directed, guided, coached and mentored team of 31 agents and surpassed individual and corporate goals.
• Reduced average handling time with effective coaching and feedback sessions for agents.
• Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
• Increased sales revenue by developing and implementing effective sales strategies.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
• Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
• Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
• Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
• Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
• Ensured compliance with industry regulations and company standards by conducting regular audits of team''s work output.
• Managed the daily operations of the claims team, ensuring adherence to guidelines and deadlines.
• Assisted upper management in developing strategic plans for future growth within our BPO division.
• Enhanced customer satisfaction with timely resolution of escalated claim issues.
• Promoted a customer-centric approach within the team, leading to improved policyholder satisfaction ratings.
• Championed the adoption of new technologies and software tools that enhanced the team''s ability to process claims more quickly, accurately, and efficiently.
• Oversaw the accurate and efficient processing of high-volume insurance claims, meeting all regulatory requirements.
• Facilitated weekly meetings with team members to discuss ongoing challenges, share best practices, and monitor progress toward individual goals.
• Collaborated with cross-functional teams to identify trends in claims data and develop strategies for improvement.

• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Led employee relations through effective communication, coaching, training, and development.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.

• Developed and implemented customer service policies and procedures.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Trained and supervised team of customer service representatives in providing quality service to customers.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Provided primary customer support to internal and external customers.
• Evaluated customer service staff performance and provided constructive feedback.
• Launched quality assurance practices for each phase of development
• Used companies available resources to keep records of customer interactions, customer accounts, and file documents.

• Designed effective training programs for both new and existing call center employees.
• Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
• Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
• Led cross-functional teams comprised of subject matter experts to create collaborative solutions addressing complex organizational challenges through targeted skills development efforts.
• Promoted a culture of continuous learning within the organization by encouraging employee engagement in training opportunities.
• Collaborated with department managers to design customized training plans aligned with organizational goals.
• Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
• Enhanced employee performance by developing and implementing comprehensive training programs.
• Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
• Worked with central management to identify, plan, align, and address training needs.
• Increased sales by building strong customer relationships and providing excellent service.
• Assisted upper management in developing strategic plans for future growth within our BPO division.

Act as a frontline interface with customers of Vodafone companies worldwide. Roel involves responding ot customers over the phone and resolving their inquiries. The main purpose si to facilitate and provide a Vodafone global customer service standard.