Badreddine Ben Ahmed
Edmonton AB
Summary
Proactive Call Center Supervisor with over 9 years in call centre management, bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behaviour.
Overview
12
12
years of professional experience
Work History
Contact Center Supervisor / Manager
Ecco Gulf Company
10.2017 - 06.2024
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Supervised 20 call centre representatives in providing excellent customer service to callers requiring assistance with complaints and inquiries.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Executed Monthly Performance Plans with representatives to identify production gaps.
- Collaborated with the training team to boost product support and certification training initiatives.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Developed and implemented customer service policies and procedures.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Developed process controls and metrics for daily management of the call center.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Call Center Agent
Ecco Gulf Company
01.2015 - 09.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Established and fostered strong and good relationships through the application of excellent interpersonal skills.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Senior Sales Advisor
Vodafone Qatar
07.2012 - 02.2015
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Trained, coached, and mentored new sales associates for maximum performance.
- Built strong client relationships and provided high-value-adding services, resulting in increased company market share.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Increased sales and customer satisfaction through personalized servicing.
- Identified and analyzed key competitors and related products.
Education
Bachelor of Arts - Business English
FLSH Sousse
Sousse, Tunisia07.2012
High School Diploma -
Farhat Hached
Msaken, Sousse Tunisia07.2008
Skills
- Team Management
- Workforce Planning
- CRM Software
- Quality Assurance
- Reporting skills
- Call Monitoring
- Scheduling proficiency
- Schedule Coordination
- Employee Motivation
- Training Coordination
- Coaching and Mentoring
- Call Routing
Communication Skills
- Contact Center Management and Customer Service Skills
- Customer Experience Operation CX / Customer-focused background
- Customer Satisfaction
- Multi-tasking
- Workforce Management
- Contact Center strategy / set up.
- Call center development
- Team Building skills.
- Team Working skills.
- Team Leadership.
- Recruitment.
- Run Employee Training
- Call center quality assurance.
- Presentation skills
- Communication Proficiency.
- Customer/Client Focus.
- Team Performance Management and Improvement.
- Problem Solving/Analysis.
- Planning skills.
- Innovative.
- Proactive.
- Professional customer service relationship skills
- Professional Communication and negotiation skills.
Driving Licence
- A
- B1
- B
- BE
Honours And Awards
Employee of the Year: Ashghal Contact Center (2016,2018,2019,2022)
Personal Information
- Date of Birth: 08/25/1988
- Gender: Male
- Nationality: Tunisian
Hobbies and Interests
- Scuba Diving
- Camping
- Historical Visits
Accomplishments
- Collaborated with a team of 5 in the development of a customer relations management system (CRMS) by doing user acceptance test sessions (UAT).
- Supervised a team of 20 staff members.
- Used Microsoft Excel to develop a quality assurance monitoring system.
- Achieved best customer service providers award by introducing the best CRMS practice for call centre daily tasks.
- Documented and resolved an issue between a contractor and a resident which led to property damage while executing some works related to a road maintenance project.
- Got recognized as Employee of the Year and Employee of the Month (certificate available)
Languages
Arabic
Native language
English
Proficient
C2
French
Upper intermediate
B2
Timeline
Contact Center Supervisor / Manager
Ecco Gulf Company
10.2017 - 06.2024
Call Center Agent
Ecco Gulf Company
01.2015 - 09.2017
Senior Sales Advisor
Vodafone Qatar
07.2012 - 02.2015
Bachelor of Arts - Business English
FLSH Sousse
High School Diploma -
Farhat Hached
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