Amr Atef

Highly experienced Customer Service Manager with over 7 years of expertise in overseeing call center operations, optimizing customer satisfaction, and driving performance improvements. Skilled in team management, resource allocation, and quality assurance, with a strong track record of implementing effective customer service policies and procedures. Proficient in analyzing data to enhance service delivery, reduce response times, and boost customer loyalty.

Adept at collaborating with cross-functional teams to align service strategies with organizational goals. Dedicated to continuous improvement and fostering a positive, results-driven work environment

Call Center Manager at Healthy & tasty (2021-01 – Present)

• Oversee daily operations of a 20-seat inbound and outbound call center, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement training programs for new hires and existing staff, leading to a 25% increase in customer satisfaction scores over two years.
• Spearhead the introduction of a new CRM system, resulting in a 30% improvement in response time and a 15% increase in first-call resolution rates.
• Conduct regular performance evaluations, coaching, and mentoring of team leaders and agents to enhance productivity and job satisfaction.
• Manage the call center budget, achieving a 10% reduction in operational costs through process optimization and vendor negotiations.
• Collaborate with senior management to develop and execute strategic plans aligned with company goals.
• Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
• Led daily team meetings to review performance, set targets and motivate staff.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
• Evaluated data to identify trends and determine customer service needs.
• Scheduled call center staff to meet operational needs whilst remaining under budget.
• Analyzed customer feedback to identify improvement opportunities and develop action plans.

Call Center Sales Supervisor at E3melbusiness for Consulting & Training (2017-01 – 2021-01)

• Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
• Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
• Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
• Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
• Prioritized team and individual goals to effectively achieve business objectives.
• Delivered exceptional results under tight deadlines by prioritizing tasks effectively while maintaining excellent attention to detail.

Retail Sales Supervisor at Vodafone Staff (2014-12 – 2016-12)

• Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
• Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
• Developed strong relationships with key clients, resulting in repeat business and increased revenue.
• Increased customer satisfaction by addressing and resolving client concerns efficiently.
• Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.

sales Trainer at Vodafone Staff (2013-12 – 2014-12)

• Assessed training program effectiveness on regular basis and improved upon deficient areas.
• Boosted overall customer satisfaction rates by emphasizing the importance of exceptional service during all stages of the sales process in trainings.
• Optimized communication skills among sales staff through targeted training on active listening, empathy, and persuasion techniques.

Operation Supervisor at Americana Company K.f.c Restaurant (2011-09 – 2013-09)

• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.

Bachelor of social service – The Higher Institute For Social Service Nasr City (2010-04)