About
Results-driven Customer Support Specialist with 5 years of experience, adept at elevating customer satisfaction and operational efficiency within high-volume call center environments. Proven expertise in leveraging strong problem-solving and communication skills to resolve complex inquiries, streamline processes, and consistently exceed service quality benchmarks. Eager to apply a strategic approach to customer success, informed by a Bachelor's in Quality Management, to drive impactful outcomes for a forward-thinking support team.
Work
Teleperformance Egypt
|Customer Support Specialist – Call Center
Giza, Giza Governorate, Egypt
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Summary
Managed comprehensive customer support operations for Atheel CC and Tabby Technologies, delivering high-quality service and optimizing customer satisfaction within a dynamic call center environment.
Highlights
Managed a daily volume of 100+ inbound and outbound customer calls, consistently achieving high efficiency in issue resolution and maintaining professional service standards.
Consistently exceeded customer satisfaction targets, achieving an average rating of over 90% by delivering prompt, empathetic, and effective support across diverse inquiry types.
Proactively resolved complex customer complaints, leading to a measurable improvement in customer retention and fostering long-term loyalty.
Collaborated cross-functionally with product and technical teams to identify process inefficiencies, resulting in streamlined workflows and a significant enhancement in overall service quality.
Trained and onboarded 15+ new hires, accelerating their proficiency in call center systems and best practices, and contributing to a cohesive, high-performing team environment.
Education
Ain Shams University
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Bachelor's Degree
Quality Management
Languages
Arabic
English
Skills
Call Center Operations
Inbound Calls, Outbound Calls, Customer Inquiries, Issue Resolution, Service Delivery.
Customer Relationship Management (CRM)
Customer Satisfaction, Customer Retention, Loyalty Programs, Relationship Building.
Problem Solving
Conflict Resolution, Root Cause Analysis, Troubleshooting, Strategic Solutions.
Communication Skills
Interpersonal Skills, Active Listening, Verbal Communication, Written Communication, Professionalism.
Time Management
Multitasking, Prioritization, Efficiency Optimization, Workflow Management.
Team Collaboration
Cross-functional Collaboration, Teamwork, Mentorship, Training & Development.
Quality Assurance
Service Quality, Process Improvement, Performance Metrics, Compliance.
Technical Support
System Navigation, Tool Adaptation, Technical Troubleshooting.