Ibrahim Mokhtar

-Over 13 Years of experience in Customer service & Operations field

-COPC certified

• Improving & maintaining the process of managing the operations of the call center.
• Building Root cause analysis to the repetitive customers’ complaints to improve the customers’ satisfaction with finding better alternatives to Control the complaints to minimum.

-Maintain the performance of the department with respect to the agreed SLAs and KPIs

• Maintaining a high degree of Service level by supporting the schedule planning team with the forecasts to apply better utilization of staffing.

-Manage the staffing needs through recruitment activities with HR Dep.

-Improving & maintaining the process of managing the operations of the call center.

-Ensure consistency within the team through coaching and mentoring, one-on-ones, and performance reviews. Implement and follow through with necessary disciplinary actions.

-Creating cost benefit analysis to the billing and collection activities as a way to develop the marginal return of any added project to the billing and collection.

-Planning for new candidates’ interviews with HR Dep., after providing with the Requirements.

-Reviewing the daily, weekly & the monthly performance reports with discussing expectations & the suggested corrective actions.

-Meet expectations and time line successfully with Efficiency and effectiveness

-Enhancing the collection rate from 28% to 85% per month

Over 13 Years of experience in Customer service & Operations field

-COPC certified

Business administration