Adham Samy

Experience

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  UX Centers

  Jul 2020 - May 2022

  Deliver knowledge support to the floor. Help improve business efficiency and standard by improving agents’ overall performance by sharing best practices and tailoring approaches to specific agents. Delivering coaching when needed to agents on company procedures and call handling. Deliver feedback on agents on a performance level to formulate a plan with their manager to improve the overall agent performance. Remain well versed in industry standard in call monitoring and coaching methods. Helped with day-to-day reports and briefing. Show less

  • Subject Matter Expert

    May 2021 - May 2022

  • Customer Service Specialist

    Jul 2020 - May 2021
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  Jesuit Cultural Center

  Jan 2021 - Jun 2021

  Assistant Stage Manager

  Stage preparation Light design and execution Welcoming artists from all over the world Event planning and coordination Sound tech

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  Sutherland

  May 2022 - Jan 2023

  Customer Service Representative

  Handled Customer inquiries and needs. Had great satisfaction rate through reaching resolutions. Deescalated angry customers daily. Handled technical and billing support. Educated Customers with products and promos and achieved many sales as well. Consistently met or exceeded individual performance targets, including but not limited to customer satisfaction ratings.

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  Majorel

  Jan 2023 - Oct 2023

  Led a team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer service delivery. Developed and implemented strategies to improve team performance,  Conducted regular team meetings to communicate goals, provide feedback, and address any challenges or concerns.  Monitored team performance metrics, such as contacts per interval, AHT, and customer satisfaction, and implemented corrective actions, as necessary. Collaborated with cross-functional teams to identify process improvements and enhance the overall customer experience. Conducted performance evaluations and provided ongoing training and development opportunities to team members. Acted as a point of escalation for complex customer issues, resolving them promptly and effectively.  Maintained up-to-date knowledge of products, services, and company policies to ensure accurate and timely customer support. Assisted in the recruitment and onboarding of new team members, ensuring a smooth transition and alignment with team objectives from training to production by huddles and a more personalized approach to each agent. Train and coach newcomers and provide the required training sessions for existing employees frequently.  Oversee day to day performance and workflow, ensuring SLAs and targets are met.  Create a healthy and comfortable work environment. Conduct coaching sessions and 1:1s in an organized manner.  Monitor chats/calls/tickets either live and saved and provide feedback. Support Process Improvement and contribute to process optimization. Support team members by answering questions and providing knowledge or solutions. Monitor adherence and conformance to shifts and schedules. Participate in budget build up Show less Launching a new LOBHandled a high volume of customer interactions through various channels, including phone, email, and live chat.Consistently met or exceeded individual performance targets, including but not limited to customer satisfaction ratings. Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction. Demonstrated strong product knowledge and effectively communicated features and benefits to customers.And providing excellent care for our guests in hospitality related account. Show less

  • Customer Service Manager

    May 2023 - Oct 2023

  • Customer Service Mentor

    Apr 2023 - May 2023

  • Customer Service Specialist

    Jan 2023 - Apr 2023
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  DrugLift

  Oct 2023 - Feb 2024

  Head Operator

  Overseeing inbound from pharmacies as main point of contact, making sure all concerns are addressed to their satisfaction.• Handling 5 to 7 Drivers at a time, ensuring all deliveries get delivered on time, and that we achieve customer satisfaction.• Contacting patients, drivers, and pharmacies.• Doing regular quality checks on the drivers and operators to make sure they our following our procedures.• Handling over the chat and phone support and outreach.• Effectively coordinated between clients and business departments to make sure each delivery is done smoothly and to customer satisfaction.• Ensured customer satisfaction: Built and maintained strong relationships with customers by consistently providing excellent service and going the extra mile to meet their needs Show less

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  List Building Lifestyle

  Feb 2024 - now

  Customer Service Team Lead

  Managing a team of 20 agents, regularly performing coaching and quality assurance checks.• Increased team efficiency by over 40 %.• Improving contact scripts and creating new processes.• Overseeing various tasks as business needs including but not limited to hiring, research, project management and data analysis.• Handling complaints and high value tickets.• Overseeing day to day operations• Coordinating between various internal departments.