
Rami Gad
Customer Service Agent

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About me
Associate Manager - Account Management
Education

Faculty of Computer and Information Science Ain Shams University
2016 - 2020Bachelor's degree Computer Programming/Programmer, General
Experience

Teleperformance
Aug 2021 - Feb 2022Customer Service Agent-Addressed and resolved customer's issues, provided resolutions and alternatives-Worked to achieve high customer satisfaction rates by providing optimal customer service.

Proper Business Solutions
Mar 2022 - May 2022Telesales Agent-Overachieved daily target of lead generation.-Collected data and sent it to the acquisition department to proceed with the process.

Sutherland
May 2022 - now-Leading a team of 14 - 18 new hires.-Supporting the team in knowledge/technical inquiries.-Setting Improvement Plans using S.M.A.R.T targets to help BQAs achieve their KPIs.-Implementing RCA techniques on collected agent error data to identify knowledge gaps, then verifying with the SMEs to confirm knowledge gaps and arrange refreshers with the training department.-Responsible for building and delivering account level daily reports.-Building improvement presentations and present to account level BQAs.-Handling client escalated cases.-Monitoring queue when needed, insuring we meet delivery targets. Show less
Associate Manager - Account Management
Oct 2024 - nowLead - Account Management
Dec 2022 - Oct 2024Reservations Ticketing Agent
May 2022 - Nov 2022
Licenses & Certifications
- View certificate

Coaching Skills for Leaders and Managers
LinkedInApr 2023 - View certificate

Process Improvement Foundations
LinkedInApr 2023 - View certificate

Six Sigma Foundations
LinkedInMar 2023 - View certificate

Statistics Foundations 1: The Basics
LinkedInApr 2023 - View certificate

Become a Six Sigma Yellow Belt
LinkedInApr 2023 - View certificate

Lean Six Sigma: Analyze, Improve, and Control Tools
LinkedInApr 2023 - View certificate

Data Challenger Track
UdacityJan 2021 - View certificate

Root Cause Analysis: Getting to the Root of Business Problems
LinkedInApr 2023 - View certificate

Lean Six Sigma: Define and Measure Tools
LinkedInMar 2023 - View certificate

Six Sigma: White Belt
LinkedInMar 2023
Honors & Awards
- Awarded to Rami GadCertificate of Appreciation Sutherland Oct 2024
- Awarded to Rami GadCertificate of Appreciation Sutherland May 2023
- Awarded to Rami GadCertificate of Appreciation Sutherland Jan 2023
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