Mazen Abdelaziz

MAZEN MOHAMED ABD EL-AZIZ Customer Service Team Leader Professional Summary PERSONAL INFORMATION • • • • Birth Date- Nationality Egyptian Marital Status Single Military Service Full Exemption CONTACT • • • Phone Number - E-mail-Address Alexandria, Egypt LANGUAGES • • Arabic Native English Fluent LINKED IN https://www.linkedin.com/in/ mazen-abdelaziz-024a15251 SKILLS • • • • • • • • • • Communication Skills Industry Knowledge Computer Skills Time Management Skills Problem Solving Skills Adaptability Organization Skills Training Skills Flexibility Leadership Skills I have been working since 2020 in customer service field from which I gained lots of experience and skills. I have worked as part of a team and as a team leader which taught me a lot and that's what I always aspire to do. WORK EXPERIENCE 09/2022 – Present Fantastic Services Group, Alexandria, Egypt Customer Service Team Leader – Australian Department Main responsibilities: - Monitoring the team’s performance and results and reporting them to my line manager. - Making sure that the team’s main KPIs are being met and give the needed coaching to help in achieving them. - Managing the department’s work schedule. - Taking the needed actions in case of performance drop, committing violations and escalations. - Inducting training sessions to new commers. 04/2022 – 08/2022 Fantastic Services Group, Alexandria, Egypt Customer Services Operator. Main responsibilities: - Responding and solving franchisees and clients’ queries and concerns through calls, email and text messages. - Managing the franchisees’ work schedule. - Dealing with clients’ complains and escalations. 08/2020 – 03/2022 Vodafone International Services, Alexandria, Egypt Customer Care Representative Main responsibilities: - Taking incoming calls from customers with queries, complaints or requests and making sure to resolve them or escalating the matter if needed. - Achieving my main KPIs and making sure to keep a high performance in providing the maximum level of customer satisfaction. EDUCATION 09/2015 – 10/2022 Faculty Of Law, Alexandria, Egypt Bachelor’s Degree 09/2001 – 07/2015 Homecraft Language School, Alexandria, Egypt Science High School References Are Available Upon Request