Youssef Abdelhamid

• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Assisted in recruiting, hiring and training of team members.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Implemented innovative service strategies to improve customer experience and engagement.
• Reduced operational risks while organizing data to forecast performance trends.
• Determined quality assurance benchmarks and set standards for improvement.
• Developed quality employees within call center to take over leadership positions.
• Identified and implemented continuous process improvements for department.
• Liaised with key stakeholders and business partners to achieve call center objectives.
• Established and monitored KPIs to optimize company performance.
• Review and analyze daily, weekly and monthly reports to help track processes, implement procedure and department changes to increase productivity and monitor staff in achieving department standards.

• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Developed detailed plans based on broad guidance and direction.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Implemented innovative service strategies to improve customer experience and engagement.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Created and mapped department workflow processes that support company and clients’ goals.
• Created and analyzed sales and service metrics and revised workforce management, training, or
• operations as needed to meet production and QA goals.
• Optimized the daily workflow of Dep. Heads, Supervisor, Team Leaders, and Member Services team, to meet or exceed established metrics.
• Developed and implemented service and sales strategies to maximize sales and retention levels.
• Oversaw and verified performance analysis reports and quality review audits.
• Received and resolved escalated problems of a processing or service-related nature.
• Provided general direction and guidance of staff in all areas of customer service operations and call center operations.
• Responsible for compliance relating to customer service functions.
• Ensured appropriate staffing levels for customer service and administrative functions.
• Ensured that phone calls and correspondence are answered in a prompt, accurate and friendly manner.
• Maintained a professional attitude among department employees while dealing with customers.
• Responsible for forecasting levels of activity and call cycles.
• Hired, oversaw, and ensured training needs are met of all Customer Service staff.
• Helped in creating the KPIs across the main departments “Operations – Training – Quality) plus Monitored KPIs and ensure that all contractual obligations are met.
• Developed useful management and client reports regarding all performances.
• Helped in developing IVR and CRM for all Clients.

• Developed and implemented comprehensive training program to increase employee productivity and morale.
• Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
• Coordinated technical training and personal development classes for staff members.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
• Assisted in development of employee assessments to measure training value.
• Tested all training software and hardware prior to commencing training programs.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Support the development and lead the implementation of quality standards and product quality plans as part of the Quality System to assure products will meet expectations of our target customers.
• Establish countermeasures for quality flow out by conducting root cause investigation and implementing corrective actions.
• Develop & maintain Standardized Work Instructions used throughout the quality organization by the QC team members.

• Determined quality assurance benchmarks and set standards for improvement.
• Optimized organizational systems for payment collections, deposits, and recordkeeping.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Implemented innovative service strategies to improve customer experience and engagement.
• Scheduled call center staff to meet operational needs whilst remaining under budget.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Completed bi-weekly payroll for 30 employees.
• Organized spaces, materials and catering support for internal and client-focused meetings.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Led daily team meetings to review performance, set targets and motivate staff.
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.

• Utilized Workforce Management tools to ensure schedule adherence of staff for daily phone coverage.

• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Promoted available products and services to customers during service, account management, and order calls.
• Educated customers about billing, payment processing and support policies and procedures.
• Oversaw team of 25 agents focused on Technical support calls and Sales.
• Maintained up-to-date knowledge of product and service changes.
• Met customer call guidelines for service levels, handle time and productivity.
• Increased efficiency and team productivity by promoting operational best practices.
• Investigated and resolved customer inquiries and complaints quickly.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Trained staff on operating procedures and company services.
• Provided performance reviews and developmental feedback on a monthly/quarterly/annual

• Create and distribute reports to update the company on the team’s progress.

• Exhibited high energy and professionalism when dealing with clients and staff.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Educated customers about billing, payment processing and support policies and procedures.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Educated customers on company systems, form completion, and access to services.
• Responded proactively and positively to rapid change.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Responded to customer calls and emails to answer questions about products and services.
• Boosted customer service satisfaction ratings through consistent quality control.
• Trained new personnel regarding company operations, policies and services.