Mahmoud Ayman

Senior customer support executive

• Guided candidates through application processes and clarified hiring procedures. • Effectively addressed candidate concerns, ensuring a smooth onboarding process.

• Guided candidates through application processes and clarified hiring procedures.
• Effectively addressed candidate concerns, ensuring a smooth onboarding process.

• Establish performance benchmarks and hold team to those goals. • Resolve customer conflicts and handle escalation procedures. • Ensure the delivery process completion within the promised time to our customers, through an extensive coordination with our partners. • Provide support for the team on daily subtasks & projects as to identify your next area of growth. • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, and partner to define action plans that resolve issues and drive continuous improvement. • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements. • Attend business reviews with the client. • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements. • Manage and review operational reports ( attendance adherence, Client scorecard, Metrics management reports). • Create and maximize relationships with client partners. • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any collective actions needed to meet operational performance. • Conduct regular one- on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.

• Establish performance benchmarks and hold team to those goals.
• Resolve customer conflicts and handle escalation procedures.
• Ensure the delivery process completion within the promised time to our customers, through an extensive coordination with our partners.
• Provide support for the team on daily subtasks & projects as to identify your next area of growth.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

• Delivered exceptional customer service, improving overall customer experience. • Managed customer queries and complaints, ensuring resolutions within agreed timelines. • Conducted service delivery standards monitoring to identify improvement areas.

• Delivered exceptional customer service, improving overall customer experience.
• Managed customer queries and complaints, ensuring resolutions within agreed timelines.
• Conducted service delivery standards monitoring to identify improvement areas.

• Providing fast and excellent customer service to the customers in a very professional way. • Respect and comply with policy and procedures of the company at all times. • Resolve customer complaints independently whenever possible. • Respect office guidelines of the company. • Attended all telephone calls and gave information as required by customers. • Provide adequate and necessary information whenever required to the Head office or various departments of the company. • Promote and cross sell new products and services introduced by the company among customers.

• Providing fast and excellent customer service to the customers in a very professional way.
• Respect and comply with policy and procedures of the company at all times.
• Resolve customer complaints independently whenever possible.
• Respect office guidelines of the company.
• Attended all telephone calls and gave information as required by customers.