Mona Ahmed
Ajman
Summary
Dynamic professional with solid leadership and management skills. Responsible in complying with customer service procedures and quality standards. Committed to maintaining customer loyalty and satisfaction.
Overview
4
4
years of professional experience
Work History
Call Center Team Leader
Bliss Medical Center
01.2024 - Current
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
- Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
- Managed scheduling and shift rotations, ensuring adequate staffing levels to maintain optimal call center performance.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
Customer Service Team Lead
Seven group
05.2023 - 12.2023
- Manages and oversees a team of call center agents.
- Motivates and supports agents through feedback and communication.
- Assists with taking agents' calls if they can't handle the workload.
- Improves quality of results by recommending changes.
- Provides product/service information by answering questions and offering assistance.
- Keep track of employee attendance, and make sure work procedures are complied with.
- Assists hiring and onboarding new employees.
- Prepares monthly and annual performance reports.
Customer service representative
Seven Group
04.2022 - 04.2023
- Handling all incoming phone calls from patients making appointments and answering general questions and inquiries.
- Using computer systems to refer to existing patient information or set up new patients accounts.
- Using scheduling tools to provide the patient with available timeslots.
- Communicating all add-ons, delays, cancellations, and “no-shows” to Clinical Coordinator.
- Training, supervising, and guiding new employees.
- Managing large amounts of inbound and outbound calls in a timely manner.
- Follow communication “scripts” when handling different topics.
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Follow up and solve any other customers' related problems and issues.
Customer Service Representative
Noon.com
10.2021 - 02.2022
- Managed and resolved customer complaints
- Research, identify, and resolve customer complaints using applicable software .
- Process orders, forms, and application .
- Follow up customer calls where necessary, Handling customers' complaints
Call centre Agent
Bank of Khartoum
08.2020 - 08.2021
- Handling incoming telephone calls efficiently and ensuring service levels are met as per defined policies and procedures.
- Escalate unresolved customer requests.
Education
Bachelor of Science - Medical Laboratory Science
Omdurman Ahlia University
Omdurman, Sudan02.2020
Skills
- Interpersonal communication skills
- Leadership & teambuilding skills
- Organizational skills
- Time management Problem-solving
- Training and development
- Schedule coordination
- Documentation and reporting
- Excellent computer skills (MS, Google apps)
- Adaptability with teamwork and mutual performance monitoring
- Ability to respond effectively to pressure and stress
Timeline
Call Center Team Leader
Bliss Medical Center
01.2024 - Current
Customer Service Team Lead
Seven group
05.2023 - 12.2023
Customer service representative
Seven Group
04.2022 - 04.2023
Customer Service Representative
Noon.com
10.2021 - 02.2022
Call centre Agent
Bank of Khartoum
08.2020 - 08.2021
Bachelor of Science - Medical Laboratory Science
Omdurman Ahlia University
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