Ibrahim Hussein
Dubai
Summary
Personable Call Center professional skilled in encouraging 12 to 15 staff to quickly resolve issues to build loyal customer base. Proven history of setting challenging team goals to drive performance and assess improvement opportunities. Driven to coach and train new employees to deliver superior service, while implementing procedures to increase productivity, cross selling and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Call Center Supervisor
ADIB
09.2020 - Current
- Achieving required service level by continuously monitoring calls and providing constructive feedback to agents.
- Anticipating escalation and take over calls when needed.
- Devising ways to optimize procedures and keep staff motivated.
- Achieving monthly sales goals by cross selling and promoting additional products and services.
- Measure performance with key metrics such as call abandonment, calls waiting et
- Managing scheduling and shifts rotations, ensuring adequate staffing levels to maintain optimal call center performance.
- Assisting with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
- preparing agents score cards on monthly basis and preparing yearly appraisal.
Call Center Representative
ADIB
12.2018 - 09.2020
- Answer incoming calls and respond to customer's emails.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Cross sell products and place customer orders in the computer system.
- Provide product and service information to customers
Islamic Finance Executive
ADIB
03.2018 - 12.2018
- Increased covered cards sales by effectively presenting product features and benefits to potential customers.
- Developed strong client relationships for improved customer satisfaction and long-term loyalty.
- Exceeded monthly sales targets consistently by implementing innovative selling techniques and strategies.
Retail Sales Officer
Emirates NBD Bank
12.2016 - 10.2017
- Streamlined sales processes for enhanced efficiency, resulting in increased productivity and higher sales figures.
- Implemented cross-selling techniques throughout the branch, encouraging customers to explore additional products for an increase in overall sales figures.
Education
Bachelor of Science - Business Administration
Tanta University
Egypt05.2010
Skills
- MS office
- Communication skills
- Customer service skills
- Product Knowledge
- Complicated problem solving
- Information Tracking
- Coaching and Mentoring
- Scheduling Proficiency
- Goal setting
- Staff Motivation
- Reporting Skills
- Team leadership
- Workforce Planning
- Cross-selling Techniques
Languages
Arabic - Mother tongue
English - Excellent
Timeline
Call Center Supervisor
ADIB
09.2020 - Current
Call Center Representative
ADIB
12.2018 - 09.2020
Islamic Finance Executive
ADIB
03.2018 - 12.2018
Retail Sales Officer
Emirates NBD Bank
12.2016 - 10.2017
Bachelor of Science - Business Administration
Tanta University
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