Mohamed Haikal

As a Call Center BPO (Business Process Outsourcing) professional for "xCube", a newly established Fintech dedicated to enhancing the competitiveness of capital markets in Dubai, my role involved providing crucial support to investors associated with the Dubai Financial Market DFM.

• Monitor team productivity and send them their productivity details.
• Ensure the team adheres to the agreed KPIs, SLA 80/20, and Quality Standards.
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• Streamlined internal processes to optimize productivity.

• Senior CSR for High-Value, Prestige, and VIP customers.
• Inbound and outbound calls, Billing, Technical, “Mobile and home” services.
• Managed over 60 calls per day.
• Provide accurate, valid, and complete information to our valued customers using the right methods.
• Follow established procedures for each service request and adhere to the agreed Key Performance Indicators "SLA, AHT, C-SAT, FCR, and Quality Standards".
• Achieved customer satisfaction by resolving complaints swiftly and efficiently.

• Leading (CISCO) Voice Queue “Inbound & Outbound Calls”.
• Lead HC 15 agents.
• Monitor agents' transactions and performance and report performance to the direct manager regularly with the suggested action plan.
• Monitor team productivity and send them their productivity details
• Ensure that the team follows established procedures for each service request.
• Adhere to the agreed KPIs, SLA 80/20, and Quality Standards.
• Oversaw daily operations to achieve high productivity levels.

• Manage and monitor the non-voice team productivity with HC 20 agents.
• Monitor team productivity and send them their productivity details.
• Ensure that the team adheres to the agreed KPIs, SLA 80/20, and Quality Standards.
• Handled high-volume TKTs chat and email inquiries to minimize backlogs.
• Replying to WFM team emails with SLA justifications.

• Etisalat e& UAE, Mobile services Queue.
• Senior CSR for High-Value, Prestige, and VIP customers.
• Handling over 50:60 calls per day.
• Inbound and outbound calls, Billing, Technical, and “Mobile services".
• Provide accurate, valid, and complete information to our valued customers using the right methods/tools.
• Resolve customer complaints via phone, email, or chat.
• Cross-selling throughout the call and selling products and services that help customers.

• Lead Generation, Analyzing leads with "Hot, warm, & cold" leads.
• Helped customers determine appropriate product and policy terms.
• Gathered customer information to assess coverage needs and recommend products.
• Communicate with customers to determine policy limits and degree of risk.