MUHANNAD ADAM
Alain,Abudhabi
Summary
Knowledgeable contact center operation lead with strong background in overseeing contact center operations and enhancing team performance. Proven ability to implement effective training programs and improve customer satisfaction. Demonstrated leadership in resolving complex customer issues and optimizing workflow efficiency. Professional in contact center management, bringing valuable experience in leading teams and optimizing call center processes. Recognized for driving team collaboration and delivering results in dynamic environments. Skilled in conflict resolution and maintaining high service standards, ensuring reliability and adaptability to changing needs. Contact Center Leader with demonstrated expertise in managing high-performing teams and driving customer satisfaction. Skilled in conflict resolution, process improvement, and performance management. Known for fostering collaborative environment and adapting to evolving demands. Consistently delivers results through strategic planning and effective communication. Focused Contact center Team leader with over Five years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets. Knowledgeable and dedicated customer service professional with extensive experience in Call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Contact Center Team Leader
Kawader Human Resources
Abu Dhabi
10.2020 - Current
- Led daily operations of contact center, ensuring efficient workflow and high service levels.
- Mentored team members, enhancing skills and improving overall performance.
- Developed training programs for new hires to accelerate onboarding process.
- Implemented quality assurance measures to maintain customer satisfaction standards.
- Established a culture of continuous improvement within the contact center, encouraging team members to share ideas on how to enhance operational efficiency or improve customer experiences.
- Conducted regular performance evaluations of team members to provide constructive feedback on strengths and opportunities for growth.
- Spearheaded initiatives aimed at improving process efficiencies, resulting in reduced costs while maintaining high-quality service standards.
- Implemented new call scripts to improve consistency in messaging and drive positive customer interactions.
- Managed staffing levels to ensure adequate coverage during peak periods, reducing wait times and abandoned calls.
- Reduced employee turnover by creating a supportive work environment that fostered professional growth and development.
- Supervised 80 Agents in providing excellent customer service to callers requiring assistance for inquires and bills issues.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and team productivity by promoting operational best practices.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Contact Center Quality Assurance
Dubai Technologies
Abu Dhabi
01.2019 - 01.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Contact Center Agent
Zain Sudan Telecommunication
Khartoum
05.2016 - 05.2018
- Duties:-
- Responded to customer inquiries with accuracy and efficiency, ensuring high satisfaction levels.
- Conducted follow-up calls to ensure resolution of customer concerns, reinforcing positive relationships.
- Identified opportunities for process improvements, contributing to enhanced operational efficiency.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Resolved over 30 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
- Created and maintained detailed database to develop promotional sales.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Sought ways to improve processes and services provided.
Education
GOOD - English Language
ECC
Sudan 11.2016
Bachelor of Architecture Engineering - Architecture
El Nasr Technical College
Sudan 07.2015
Skills
- Positive Attitude
- Motivating the team to achieve organizational goals
- Conducting training of team members to maximize their potential
- Quick Decision Making
- Microsoft office
- Excel
- Team motivation
- Coaching and mentoring
- Call monitoring
- Performance tracking
- Strong leadership
FOREIGN LANGUAGES
English (C2)
Arabic (B1)
Timeline
Contact Center Team Leader
Kawader Human Resources
10.2020 - Current
Contact Center Quality Assurance
Dubai Technologies
01.2019 - 01.2020
Contact Center Agent
Zain Sudan Telecommunication
05.2016 - 05.2018
GOOD - English Language
ECC
Bachelor of Architecture Engineering - Architecture
El Nasr Technical College