Summary
Overview
Work history
Education
Skills
LANGUAGES
Timeline
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SHERIF EZZELDIN

Dubai,United Arab Emirates

Summary

Result-oriented manager with expertise in training and development, advanced sales strategies, and team leadership. Proven track record as an agent, customer service representative, and sales expert, leveraging multilingual communication skills to enhance client interactions. Committed to fostering growth through innovative approaches in sales and customer service, aiming to drive organisational success.

Overview

7
7
years of professional experience
2018
2018
years of post-secondary education

Work history

Customer Experience Quality Standards Manager

Wisewell
Dubai, UAE
01.2026 - Current
  • Built and scaled the CX function from the ground up, designing the full departmental blueprint, operating model, and strategic roadmap
  • Standardized operations across departments, developing SOPs and process frameworks for Call Center, Field Operations, and Coordination
  • Established a new Coordination function to optimize scheduling, support operations, and enhance customer journey continuity
  • Designed and implemented end-to-end performance management systems, including KPIs across Sales, Customer Service, Field Operations, and Coordination
  • Developed automated KPI tracking and reporting infrastructure, enabling real-time performance visibility, weekly/monthly tracking, and team ranking
  • Built and launched audit frameworks and continuous audit cycles, achieving 80%+ adoption and ensuring sustained compliance and performance improvement
  • Led operational excellence initiatives, including the Field Operations Process Guide, resulting in a 40%+ improvement in quality scores
  • Improved overall KPI performance by 15% during pilot phase, successfully validating frameworks before full-scale rollout
  • Established Training Department standards and structure, aligning onboarding, coaching, and continuous development with business objectives
  • Enhanced customer satisfaction and online reputation, driving improvements in Google ratings through field audits and direct customer feedback loops
  • Defined and embedded company core values, integrating them into performance frameworks and aligning behavior with business goals

Training & Quality Audit

THE HEALTHY HOME
Dubai
01.2025 - 12.2025
  • Delivered end-to-end training programs for new hires and ongoing employees across the UAE, KSA & Kuwait - Call Center, C-SAT, Finance, Marketing, Business Development, Coordination & Field Operations departments, covering soft skills, systems, and processes.
  • Developed standardized materials, quizzes, and assessments, boosting agent efficiency and accuracy.
  • Conducted 100+ coaching sessions, shadowing, and batch trainings, accelerating onboarding and skill upgrades.
  • Led process and system optimization trainings, improving productivity, workflow, and customer satisfaction.
  • Enhanced agent onboarding efficiency by 25% and reduced recurring errors through structured coaching and continuous education programs.
  • Auditing on Process & Sales Gaps to increase Conversion and Sales numbers.

Sales and Customer Service Executive

THE HEALTHY HOME
Dubai
01.2024 - 12.2024
  • Generated Record-Breaking Revenue: 4.5M AED (UAE), 1.5M SAR (KSA), 45K KWD (Kuwait), exceeding targets by 30%. 25% Increase in Client Retention: Developed a strategic engagement framework, improving customer loyalty.

Sales Promoter

Samsung UAE
Abu Dhabi
09.2022 - 12.2023
  • Store Ranking Upgrade: Elevated Jumbo Electronics from Grade D to Grade A in 6 months through strategic promotions.
  • 40% Higher Footfall & Sales Conversions: Improved customer interaction techniques, boosting store engagement.

Customer Service Representative

CENTRO CDX
Cairo
11.2018 - 05.2022
  • Achieved Top Performer status by expertly handling over 1,800 chat interactions monthly, ensuring exceptional service quality.
  • Elevated customer satisfaction levels from 85% to 95% through strategic enhancement of resolution methodologies.
  • Worked as a Junior Trainer & Quality Auditor, conducting training for 50+ New Hires, and Audited & Coached 70+ Agents.

Education

Bachelor of Arts - Sociology

Cairo University
Cairo

Skills

  • Training & Development
  • Advanced Sales Strategies
  • Team Leadership and Development
  • Agent Customer Service Representative and Sales
  • Multilingual Communication

LANGUAGES

Arabic (Superior/Native)
Proficient (C2)
English (Superior/Native)
Advanced (C1)
Tagalog (Advanced Mid)
Advanced (C1)

Timeline

Customer Experience Quality Standards Manager

Wisewell
01.2026 - Current

Training & Quality Audit

THE HEALTHY HOME
01.2025 - 12.2025

Sales and Customer Service Executive

THE HEALTHY HOME
01.2024 - 12.2024

Sales Promoter

Samsung UAE
09.2022 - 12.2023

Customer Service Representative

CENTRO CDX
11.2018 - 05.2022

Bachelor of Arts - Sociology

Cairo University
SHERIF EZZELDIN