ElHosseiny ElSherif
Customer Service Manager
Mississauga,ON
Summary
Analytical, organized and detail-oriented customer service manager. Collaborative team player maintains solid customer relationships by handling questions and concerns with speed and professionalism.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
The 3 Pyramids Corp.
Mississauga, ON
04.2019 - Current
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Ensuring the company has policies in place that comply with relevant regulations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Described product and service details to customers to provide information on benefits and advantages.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
Customer Service Manager
Etihad Etisalat Company, Mobily
Riyadh, KSA
01.2011 - 12.2017
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Performed Gap analysis from field reports for a better work environment and to maintain the quality measures set by the company.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
Contact Center Operations Manager
Etihad Etisalat Company, Mobily
Jeddah, KSA
01.2007 - 12.2010
- Ensured the highest standards of customer care are delivered and maintained in all aspects of the Customer Service function including (but not limited to): inbound and outbound call management, complaints, appeals and grievances processes, etc
- Provides strong, dynamic leadership that mentors, develops, and guides team.
- Responsible for the day-to-day activities of work-streams and call center reporting and performance.
- Ensured service level was achieved and maintained by following up with task force teams by monitoring the average waiting time and average handling time.
- Managed and motivated staff through regular performance reviews, coaching and development, to achieve individual KPI’s; promptly dealing with performance and/or behavioral issues, using appropriate HR policy and procedures.
Retail Store Manager
Orange
Cairo, Egypt
08.1998 - 12.2006
- Handled complex customer complaints.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Controlled store inventory and reviewed cash handling and operations reports.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Trained team members in successful strategies to meet customer service and sales targets.
Education
Diploma Degree - management science
Bachelor of Commerce & Business Administration - Accounting
Skills
Breakthrough to success, Dale Carnegie & Associationundefined
Timeline
Customer Service Manager
The 3 Pyramids Corp.
04.2019 - Current
Customer Service Manager
Etihad Etisalat Company, Mobily
01.2011 - 12.2017
Contact Center Operations Manager
Etihad Etisalat Company, Mobily
01.2007 - 12.2010
Retail Store Manager
Orange
08.1998 - 12.2006
Diploma Degree - management science
Bachelor of Commerce & Business Administration - Accounting
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