Abdelrahman Salah Eldin

Abdelrahman Salah Eldin - |-| 6th of October, Giza Experience Intelcia | Smart Village, Giza Team Leader/Supervisor | 12/2023 - Present Led and managed a team of customer care representatives, overseeing daily operations and ensuring adherence to performance standards. Provided coaching and training to team members, fostering skill development and improving overall team effectiveness. Handled escalated customer issues and complex inquiries, delivering resolutions and maintaining high customer satisfaction. Monitored team performance metrics, conducted regular reviews, and implemented strategies to enhance service quality and efficiency. Coordinated with other departments to address and resolve systemic issues and streamline processes. Ensured compliance with company policies, maintained confidentiality, and upheld data protection standards. Intelcia | Smart Village, Giza Lead Representative | 01/2023 - 12/2023 Provided expert-level support and resolved complex customer issues across multiple channels (phone, email, chat). Acted as a point of escalation for challenging inquiries, delivering high-quality solutions and maintaining customer satisfaction. Mentored and guided junior representatives, sharing knowledge and best practices to enhance team performance. Analyzed customer feedback and service metrics to identify trends and recommend improvements. Developed and implemented process enhancements to improve efficiency and service quality. Ensured compliance with company policies and maintained high standards of confidentiality and data protection. Intelcia | Smart Village, Giza Customer Care Representative | 02/2022 - 01/2023 Delivered exceptional customer support via phone, email, and chat, addressing inquiries and resolving issues efficiently. Demonstrated deep product knowledge to provide accurate guidance and solutions. Documented interactions and feedback in CRM systems to track service quality and trends. Collaborated with cross-functional teams to resolve complex issues and improve processes. Conducted follow-up communications to ensure customer satisfaction and gather insights for service enhancement. Maintained adherence to company policies and compliance standards while upholding confidentiality. Skills Customer service, Communication skills, Bilingual, Microsoft word, Advanced Level Excel Skills, CRM Software, Database Management, Time Management, Powerpoint, Data Analysis Skills, Macros and VBA Education Misr University for Sience and Technology | 6th of October, Giza PhysioTherapy | 08/2024 Graduated summa cum laude—3.7+ GPA