Python
MUDATHIR SIRAG
Call Center Team Leader
Abu Dhabi
Summary
Dedicated and driven professional with over four years of experience in Customer Support. Resourceful and results-oriented, excelling as a team player with excellent communication skills. Thrives under pressure and adapts to any work environment. Strong interpersonal and client relationship building capabilities enable effective performance in any role. Possesses qualities such as integrity, loyalty, and honesty, contributing to a positive work atmosphere. Personable and organized with a talent for fostering teamwork and motivating team members to achieve common goals. Problem-solving abilities and effective communication skills drive team performance and project completion. Committed to creating a collaborative atmosphere, enhancing productivity, and delivering impactful results.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
2
2
Languages
1
1
Certificate
Work History
Team Leader
Daman National Insurance Co
Abu Dhabi
09.2023 - Current
- Lead, motivate, and develop a team of contact center agents to achieve key performance indicators (KPIs) and service level agreements (SLAs)
- Conduct regular team meetings and one-on-one sessions to communicate updates, provide feedback, and reinforce policies
- Manage team schedules, attendance, and breaks to maintain optimal coverage
- Monitor and evaluate agent performance through regular quality assessments, call monitoring, and performance tracking
- Identify and recommend improvements in workflows, systems, and customer service processes
- Participate in projects and initiatives to improve team efficiency and service quality
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Agent
Daman National Insurance Co
03.2022 - 09.2023
- Answer inbound calls from customers, addressing inquiries related to policies, coverage options, claims, billing, and account status
- Provide customers with accurate and relevant information regarding insurance products, pricing, and terms
- Listen to and understand customer concerns or complaints, providing appropriate solutions to resolve issues effectively
- Guide customers through the claims process, explaining steps and required documentation
- Escalate complex issues or cases requiring additional investigation to supervisors or specialized departments
- Ensure all customer interactions are logged, and all policy changes or updates are documented according to company policies
Technical Support Supervisor
Concentrix
04.2021 - 01.2022
- Lead, motivate, and manage a team of technical support agents to meet and exceed performance goals
- Conduct regular team meetings and one-on-one sessions to communicate updates, reinforce policies, and set performance expectations
- Monitor team performance metrics, including ticket resolution time, first-call resolution rate, and customer satisfaction scores
- Act as a point of contact for escalated customer issues, handling complex cases and ensuring timely resolutions
- Provide guidance and support to agents on challenging technical issues, recommending troubleshooting steps and resources
Technical Support Escalation Specialist
Concentrix
08.2020 - 04.2021
- Take ownership of escalated cases from Level 1 and Level 2 support teams
- Conduct in-depth technical troubleshooting and root cause analysis on complex issues
- Document technical issues, resolutions, and steps taken to resolve issues for future reference
- Develop and maintain knowledge base articles and documentation for common escalated issues
Technical Support Advisor
Concentrix
01.2019 - 08.2020
- Respond to incoming customer inquiries related to technical issues with the product or service
- Diagnose and troubleshoot technical problems by guiding customers through problem-solving steps
- Provide accurate information and solutions to resolve technical concerns, escalating to higher-level support if needed
- Identify, research, and resolve technical issues by applying knowledge of the company's products, software, or systems
Education
GED - Computer and Wireless Communication
Cairo Institute
Cairo, EG 07.2014 - 08.2016
Skills
Certification
Microsoft Technology Associate: Security Fundamentals ( MTA )
Accomplishments
- Supervised team of 30+ staff members.
- Collaborated with team of 7+ in the development of CRM entries
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork from home optionAffiliations
- Daman Health Insurance Company
Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Software
C Language
Visual Basic
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
German
Elementary (A2)
Interests
Coding
Traveling
Hiking
Timeline
Team Leader
Daman National Insurance Co
09.2023 - Current
Agent
Daman National Insurance Co
03.2022 - 09.2023
Technical Support Supervisor
Concentrix
04.2021 - 01.2022
Technical Support Escalation Specialist
Concentrix
08.2020 - 04.2021
Technical Support Advisor
Concentrix
01.2019 - 08.2020
Microsoft Technology Associate: Security Fundamentals ( MTA )
01-2016
GED - Computer and Wireless Communication
Cairo Institute
07.2014 - 08.2016
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