Bassem Botross

Operations Manager with 10+ year experience in Customer Service Industry. Experienced in Customer Relation Operations management for Different industries. Passionate about Team Management, KPI management and People Developments which are the skills being practiced on daily basis. Eventual career goal is to break through the operational management career until the top, through utilizing personal skills, continuous seeking for new challenges and opportunities.

Project Manager - Infinity Hash - Chelyabinsk, Russia

(2024-04)

Infinity Hash is a company that mines Bitcoin and offers Infinity Hash shares to customers who wish to invest in a long-term opportunity and generate passive income. Strategic Project Manager and cross-functional liaison focused on operational synergy and data-driven growth. Expert in streamlining inter-departmental workflows, optimizing NPS/CSAT metrics, and providing high-level oversight for marketing and social media campaigns.

• Cross-Functional Leadership: Central point of connection ensuring seamless collaboration between all departments.
• Operational Monitoring: Analyzing and optimizing internal processes for maximum efficiency.
• Customer Insights: Managing NPS/CSAT surveys and implementing strategic plans to improve scores.
• Marketing Oversight: Monitoring marketing teams, campaign performance, and social media engagement.

Quality Coach - Supreme Sales - Moscow, Russia

(2023-03 - 2024-04)

Supreme Sales, a U.S. account that handles calls for multiple moving companies across the United States. A Quality Coach at Supreme Sales should regularly listen to recorded and live calls to evaluate agent performance and identify areas for improvement. Training should be based on real call examples to help employees understand their strengths and correct mistakes.

The coach should provide clear and constructive feedback in a professional and supportive manner to help agents improve their communication and sales skills. It is important to ensure agents deliver a positive customer experience when assisting customers looking for moving services. The coach must also ensure that employees follow company policies, scripts, and quality standards.

In addition, the coach should monitor agent performance, track progress, and encourage continuous improvement through ongoing guidance and training.

Trainer - Planet - Dubai, UAE

(2022-01 - 2023-01)

Trainer at "Planet" in Dubai is responsible for training new employees on the company's system, procedures, and policies related to tax refunds for tourists. guides new staff on how to process tax refund transactions accurately and efficiently while ensuring they understand company regulations. In addition, teaches employees how to communicate professionally with passengers, provide clear instructions, and deliver a smooth and positive customer service experience.

Operation Manager - Apple UAE - Dubai, UAE

(2016-11 - 2021-08)

• Handling escalations and complaints submitted by customers regarding product, Advisers, Apple Store, Authorized service providers or any other channels.
• Worked with the staff management to develop better ways to deliver services to all customers throughout the day.
• Investigating and responding to customers complaints in a professional and timely manner.
• Demonstrated professional etiquette and manners, improving 40% positive feedback immediately.
• Reduced customers' complaints by 30% through escalated grievance resolution procedure.
• Frequently set up training materials, therefore, grew the effectiveness of the customer service department by 20%.

Customer service Specialist - Sutherland Global Services AT&T U.S.A Account - Alexandria, Egypt

(2009-09 - 2013-11)

• Implemented a CSR script to be used for new customers, as a result, gained accolades from the manager.
• Correctly identified a customer's needs, making him the highest paying customer for the company.
• Developed a corporate customer's interest in the company, hence, increased the company's business by 12%.

Quality Assurance Specialist - SONY

(2013-01 - 2016-10)

• Quality Assurance Specialist
• Managed team and achieved 95% customer satisfaction score based on feedback forms.
• Handling complaints and providing optimal solutions.
• Managing the Team and monitoring their performance.
• Coaching and supporting the team, Evaluating the performance based on standard KBIs.
• Succeded in presenting ideas and strategies, raised the team performance for 2 years in row by 45%.

Bachelor of Commerce - Accounting - Faculty Of Commerce English Department, Alexandria University (2008-06)