Mohamed Samy Amir

Experience

• 

  Vodafone Egypt

  Apr 2014 - Jan 2017

  Customer Service Advisor
• 

  Du

  Jan 2017 - now

  • Lead and inspire a team of 20 retail sales and customer service agents. • Efficiently plan, assign, and monitor work tasks to optimize team productivity. • Develop comprehensive staff training programs and reference manuals. • Formulate and implement customer service policies and procedures. • Conduct surveys and benchmark best practices to determine customer service requirements. • Implement improvements, including the introduction of a new CRM system. • Ensure consistent achievement of customer service levels and standards. • Resolve escalated customer service issues with a proactive approach. • Address and handle complaints from both staff and customers effectively. • Manage Client Services Coordinators, overseeing schedules, workflow, and policy enforcement. • Guarantee that staff receives proper training, instruction, and tools for effective job performance. • Foster a collaborative team environment, encouraging teamwork and mutual support. • Ensure all Customer Service Representatives have up-to-date benefit information. • Develop and train senior staff to provide a high level of support. • Create a feedback and Quality Assurance system to identify and address errors. • Provide assistance with Client Show less

  • Team Leader

    Dec 2020 - now

  • Team Leader- Sharjah City Center Store / Sharjah

    Jun 2018 - Dec 2020

  • Shift in charge- Hamdan Store (Abu Dhabi)

    May 2018 - Jun 2018

  • Retail agent - Hamdan Store

    Jan 2017 - May 2018