Samir Sabry
Sharjah,UAE
Summary
Specializing in call center leadership with focus on enhancing customer experience. Capable of delivering improvements in team performance and call resolution rates through robust coaching and process improvements. Skills include conflict resolution, performance management and data analysis to drive continuous improvement in call center operations.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Call center supervisor
Kuwait Food Company (Americana)
Sharjah, UAE
11.2022 - Current
- Improved customer satisfaction by implementing efficient call handling techniques.
- Organized weekly meetings for team development and improvement in strategic planning.
- Supervised shift operations whilst ensuring adherence to company guidelines and protocols.
- Managed escalated customer complaints, resolved issues promptly and professionally.
- Preparing reports and analyzing data to assist management as they determine call center goals
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and
- Determine targets for call center.
- Ensuring a friendly and motivating work environment.
- Prepare monthly, quarterly and annual reports
- Managing 136 Agents and 7 Team Leaders .
- Owner of part timer agents and reduce the cost of them 20 % in 2023 .
- Helping to put the call center sales target and budget .
- Monitoring call center P&L .
- Prepares monthly and annual performance reports.
Data analyst
Kuwait Food Company (Americana)
Sharjah, UAE
11.2021 - 11.2022
- Optimized data collection processes by implementing innovative technical solutions.
- Streamlined complex datasets for improved business decision-making.
- Enhanced organizational efficiency with strategic data management techniques.
- Developed tailored analytics tools to meet unique business needs.
- Conducted detailed competitor analysis, provided actionable insights to stakeholders.
Call Center Outbound Sales Team Leader
Kuwait Food Company
Sharjah, UAE
11.2019 - 11.2021
- Improved team morale by implementing weekly meetings and goal-setting sessions.
- Led product demonstrations for increased customer understanding.
- Managed sales enquiries to ensure quick response times.
- Analyzed sales reports to identify trends and update strategies.
- Outbound Sales achieved with 160% of KPI target in 2020.
- Bulk Orders achieved with 35 % of OB target in 2020.
Call Center Team Leader
Kuwait Food Company (Americana)
Sharjah, UAE
11.2016 - 11.2019
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Managing ops tea of 35 agent working on different incoming queues/skillset.
- Managing live queue of incoming calls .
- Managing hard calls and high escalation of customer complaints.
- Monitoring Call quality and suggest improving in customer script.
- Handling stores and OPS request .
- Attending with marketing with new product training .
- Monitoring Agents breaks and AUXs.
- Monitoring Agents AHT to reduce it .
- Monitoring Agents suggest of selling.
- My Team achieved 106 % of sales target.
- My Team achieved 98 of KPI .
- My Team Quality Score achieved 99% with 116% of KPI target .
- My Team (Tagging Compliance achieved = 99.6% with 110% of KPI target .)
- My Team Agent Utilization achieved = 91.80% with 131% of KPI target.
- My Team Calls to order conversion achieved = 80 % with 111% of KPI target.
Customer service representative ( VOC Agent )
Kuwait Food Company (Americana)
Sharjah, UAE
11.2014 - 11.2015
- Improved customer satisfaction by effectively handling complaints .
- Managed high volume of inbound calls for quick resolution of customer issues.
- Handling Customers Suggestions on social media platforms .
- Managed all complaints related to call center agents and finance .
- Collaborated with call center leaders in seven markets to resolve reported complaints within the agreed SLAs.
- Monitoring the Voice of the customer (VOC) DASHBOARD 24/7 AND promptly notify stores and area coaches and pending tickets.
- Handling overnight tickets if they have not been attended to call , listing to recorded calls and following all related standard operating procedures (SOPs) .
- Responding to inquiries on social media brand pages .
Call Centre Agent
Kuwait food Company (Americana)
Sharjah, UAE
11.2012 - 11.2014
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Utilized multi-line telephone systems for efficient call handling.
- Facilitated positive customer experiences with attentive service.
- Managed high volume of inbound calls, ensuring swift response times.
- Processing Payments and Orders.
- Selling, Upselling and Cross-selling.
- Handle a large volume of inbound and outbound calls in a timely manner.
- Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary.
- Identify customer needs, research issues, resolve complaints, and provide solutions.
- Recommend improvements for systems and processes to boost organizational efficiency.
Education
Bachelor of Commerce - Accounting
Banha
Egypt 09.2008 - 06.2012
Skills
- Customer Service
- Product knowledge
- Complaint management
- Data Entry
- Staff training
- Complaint resolution
- Performance monitoring
- Target management
- SMART objective development
- Employee onboarding
- Recruitment and training
- Call centre training coordination
- Triaging requests
- Call centre staff onboarding
- Phone call quality assurance
- Complaint handling
- Data handling
- Inbound call assignments
- Report creation
- Call centre workflow planning
- Outbound call productivity monitoring
- CRM system management
- Office 365 proficient
- Data collation
- Customer retention strategies
- Customer complaint handling
- Customer communications
- Rapport building
- Data processing
- Email Marketing
- Sales closing techniques
- Target market analysis
- Report generation
- Inbound, outbound sales
- Training and mentoring
- Call centre rostering duties
- Training program development
- Team motivation and incentivisation
Languages
English
Fluent
Arabic
Fluent
Affiliations
- Humanitarian and community work
Timeline
Call center supervisor
Kuwait Food Company (Americana)
11.2022 - Current
Data analyst
Kuwait Food Company (Americana)
11.2021 - 11.2022
Call Center Outbound Sales Team Leader
Kuwait Food Company
11.2019 - 11.2021
Call Center Team Leader
Kuwait Food Company (Americana)
11.2016 - 11.2019
Customer service representative ( VOC Agent )
Kuwait Food Company (Americana)
11.2014 - 11.2015
Call Centre Agent
Kuwait food Company (Americana)
11.2012 - 11.2014
Bachelor of Commerce - Accounting
Banha
09.2008 - 06.2012
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