SHERIF SALAH ABDALLA
Abu Dhabi
Summary
Experienced Customer Support Team Leader bringing 4 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Led the implementation of a mentorship program within the customer support team, resulting in a 25% increase in employee retention and a 30% reduction in onboarding time for new team members.
Overview
7
7
years of professional experience
Work History
Customer Support Team Leader
InDrive
10.2022 - 01.2024
- Co-ordinate the activities of the Customer Service team; provide support and advice to team members
- Established a culture of continuous learning within the customer support team by encouraging ongoing professional development opportunities such as courses or workshops.
- Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
- Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers
- Evaluate customer feedback and identify ways to maximise customer satisfaction
- Ensure that standard operating procedures are documented and maintained
- Produce written reports when required to do so.
Front Desk Representative
Alshifa Medical Center
09.2021 - 09.2022
- Keeping front desk tidy and presentable with all necessary material
- Greeting and welcoming desks as they approach front desk
- Receive letters, packages
- And distribute them
- Prepare outgoing mail by drafting correspondence, securing parcels
- Monitor office supplies and place orders when necessary
- Monitor office expenses and costs
- Knowledge of office management and basic bookkeeping.
- Used internal software to process reservations, check-ins and check-outs.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Customer Service
etisalat
11.2017 - 03.2019
- Resolving issues and troubleshooting technical problems
- Answering questions about company's products or services
- Handling customer complaints
- Collecting and analyzing customer feedback.
- Demonstrated leadership skills in managing projects from concept to completion.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong communication and organizational skills through working on group projects.
- Worked effectively in fast-paced environments.
Sales
Vodafone EGYPT
09.2016 - 10.2017
- Dealing with customers and achieve sales targets
- Performing cost-benefit analyses of existing and potential customers
- Maintaining positive business relationships to ensure future sales
- Selling products and services using solid arguments to prospective customers.
- Gained strong leadership skills by managing projects from start to finish.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Delivered services to customer locations within specific timeframes.
- Excellent communication skills, both verbal and written.
Education
Faculty Of Commerce - Foreign Trade Section
Helwan University
Cairo . Egypt01.2022
Skills
- Customer Service Skills
- Communication: Ability to effectively convey information and ideas
- Leadership: Ability to inspire and guide a team towards a common goal
- Problem-solving: Analyzing complex issues and finding solutions
- Sales expertise: Ability to promote and sell products or services
- Time management: Efficiently managing and prioritizing tasks
- Critical thinking: Evaluation of information to make logical decisions
- Data analysis: Interpretation of data to make informed decisions
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Customer Support Team Leader
InDrive
10.2022 - 01.2024
Front Desk Representative
Alshifa Medical Center
09.2021 - 09.2022
Customer Service
etisalat
11.2017 - 03.2019
Sales
Vodafone EGYPT
09.2016 - 10.2017
Faculty Of Commerce - Foreign Trade Section
Helwan University
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