Mohamed Haikal
Dubai,UAE
Summary
Experienced over 10 years in customer service, BPO call center, insurance, telesales, and e-commerce acted as:
- Senior Operations Executive.
- Call Center Team Leader / Officer.
- Senior CSR / call center / Inbound & outbound calls.
Utilizing many skills to improve the customer experience, meet the client needs, and track & achieve the team's KPIs familiar with CRM systems " Zendesk, Salesforce, Monday, Zoho, and Microsoft Dynamics 365". Also, softphone systems " Avaya, CISCO, and Ziwo".
Overview
12
12
years of professional experience
1
1
Certification
Work history
Senior Operations Executive
Tafaseelbpo
Ajman, UAE
03 2023 - Current
- 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 that the team adheres to the agreed KPIs, SLA, and Quality Standards.
Senior CSR & Operation Team Leader
Etisalat UAE
Ajman, UAE
05.2021 - 02.2023
- Senior CSR for High-Value, Prestige, and VIP customers
- Inbound and outbound calls, Billing, Technical, “Mobile and home” services.
- Provide accurate, valid, and complete information to our valued customers using the right methods/tools.
- Follow established procedures for each service request and adhere to the agreed Key Performance Indicators "SLA, AHT, C-SAT, FCR, and Quality Standards".
- Track and monitor agents' performance & and productivity and report the performance to the direct manager with a suggested action plan.
- Floor management as a duty when scheduled.
- Replying to emails from WFM with SLA justifications.
Operation Team Leader
Uber Eats
Dubai, UAE
11.2019 - 12.2020
- Leading (CISCO) Voice Queue “Inbound & Outbound Calls”.
- 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, and Quality Standards.
Operation Team Leader
Careem
Cairo, Egypt
04.2017 - 10.2019
- Leading the Safety and Security team Voice Queue “Inbound & Outbound Calls”
- Manage and monitor the non-voice team.
- Monitor team productivity and send them their productivity details.
- Ensure that the team adheres to the agreed KPIs, SLA, and Quality Standards.
- Meet the agents on a one-on-one monthly basis to brief them on their performance and decide upon the action plan.
- Handling customer escalation calls and ensuring that they are Satisfied.
Senior Customer Service Representative
Raya Contact Center
Cairo, Egypt
01.2015 - 01.2017
- Etisalat e& UAE, Mobile services Queue.
- Senior CSR for High-Value, Prestige, and VIP customers.
- 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 social media
- Cross-selling through the call and sale of products and services helps customers.
Sales Insurance
MetLife Alico
Cairo, Egypt
01.2013 - 12.2014
- 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.
Education
Bachelor of Commerce - Accounting & Business
Faculty Of Commerce
Menufia University, EgyptSkills
- Leadership & Project Management
- Feedback, Coaching, & setting action plans
- KPI Management & tracking
- CRM systems " Zendesk, Salesforce, Monday"
- Softphone systems "Avaya, CISCO, & Ziwo"
- Analytical Skills "Excel, Power BI, and SQL"
- Customer Service / Call Center
- Retention and escalation calls and problem-solving
- CRM Customer Relationship Management
- Voice "Inbound & Outbound Calls" & Non-voice
- Telesales & Lead Generation
- Customer relationship building
- Contact Centre Management
- B2B and B2C sales
- Google Sheets "Dashboards"
- Microsoft Excel "Dashboards"
Certification
- Six Sigma Principles
- Zendesk Customer Service Professional Certificate
- Project Management Foundations
- Business Intelligence for Consultants
- Contact Center Leadership
- Customer Service Manager
- Managing a customer contact center
- Microsoft Excel
Languages
English
Advanced (C1)
Arabic
Proficient (C2)
Timeline
Senior CSR & Operation Team Leader
Etisalat UAE
05.2021 - 02.2023
Operation Team Leader
Uber Eats
11.2019 - 12.2020
Operation Team Leader
Careem
04.2017 - 10.2019
Senior Customer Service Representative
Raya Contact Center
01.2015 - 01.2017
Sales Insurance
MetLife Alico
01.2013 - 12.2014
Senior Operations Executive
Tafaseelbpo
03 2023 - Current
Bachelor of Commerce - Accounting & Business
Faculty Of Commerce