Sief Abdelghfar

Experience

• 

  Digital Works Company

  Feb 2020 - Mar 2020

  Customer Service Representative

  Handling billing and technical inquiries from residential clients for an outsourced client as tier 1.

• 

  UX Centers

  Jul 2021 - Dec 2022

  As a proficient Subject Matter Expert (SME) at UX Centers, I excel in handling commercial customer escalations for inbound calls and ensuring exceptional customer satisfaction. My role as an SME involves coaching agents on various handling techniques and system navigation skills to provide unparalleled service.𝗞𝗲𝘆 𝗥𝗼𝗹𝗲𝘀 𝗮𝗻𝗱 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Resolving Commercial Customer Escalations: Handling inbound calls and expertly resolving commercial customer escalations to maintain high customer satisfaction.• Coaching and Training: Conducting coaching sessions to empower agents with the necessary skills for efficient customer service.• Ensuring Agent Preparedness: Following up on scheduled training sessions, ensuring agents are up-to-speed with frequent company/client updates.• Subject Matter Expert: Providing floor support as a subject matter expert for billing and technical inquiries, assisting agents in any tier.• Client Kickbacks and Validation: Validating client kickbacks for the assigned team, taking coaching actions based on investigation outcomes.• Call Monitoring and Quality Assurance: Monitoring calls for kickbacks & quality, offering on-the-spot tips for better call handling and systematic navigation.• Task Management: Successfully completing assigned tasks for internal and external purposes.• Effective Escalation Handling: Escalating technical issues to other departments as a representative and customer care lead for my department. Show less

  • Subject Matter Expert

    Nov 2022 - Dec 2022

  • Customer Service Representative

    Jul 2021 - Oct 2022
• 

  INTELCIA

  Jan 2023 - now

  As a Team Leader at INTELCIA, I am dedicated to ensuring exceptional customer interactions and driving the success of our customer service representatives (CSRs). In this role, I lead by example and provide guidance to our team to deliver outstanding service and resolve customer queries effectively.𝗞𝗲𝘆 𝗥𝗼𝗹𝗲𝘀 𝗮𝗻𝗱 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Team Leadership: Lead CSRs by setting expectations, fostering a collaborative environment, and guiding them to achieve performance targets for exceptional customer service.• Performance Management: Monitor key metrics like first-call resolution and customer satisfaction scores. Use data-driven insights to identify areas for improvement and develop coaching strategies that enhance team performance.• Coaching and Development: Regularly conduct one-on-one coaching sessions with team members to provide personalized feedback, recognize strengths, and work on improvement areas. Foster skill development to ensure team members excel in their roles.• Quality Assurance: Implement rigorous call monitoring and quality assurance processes. Analyze call interactions, provide constructive feedback to CSRs, and ensure adherence to company guidelines for effective communication and issue resolution.• Workforce Management: Efficiently manage team schedules to ensure appropriate coverage during peak call periods and manage time-off requests. Optimize staffing levels to deliver high-quality customer service consistently.• Cross-functional Collaboration: Collaborate closely with other departments such as training, IT, and quality assurance to address technical issues, implement process improvements, and maintain consistent communication to ensure seamless operations.• Team Motivation: Create a motivating work environment by recognizing and celebrating individual and team achievements. Encourage teamwork, address challenges promptly, and ensure a positive atmosphere that enhances morale. Show less As a Client Process Expert (CPE) at INTELCIA, I excel in handling customer escalations for inbound calls and ensuring exceptional customer satisfaction. In my role as a performance coach, I coach customer service representatives (CSRs) on effective handling techniques and system navigation skills.𝗞𝗲𝘆 𝗥𝗼𝗹𝗲𝘀 𝗮𝗻𝗱 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Resolving Customer Escalations: Handling both residential and commercial customer escalations to maintain high levels of customer satisfaction.• Coaching and Training: Conducting coaching sessions for agents, ensuring they are well-prepared for frequent company/client updates.• Subject Matter Expert: Providing floor support as an expert for billing and technical calls, empowering agents to resolve queries efficiently.• Client Kickbacks and Validation: Validating client kickbacks, coaching or raising flags based on investigations• Call Monitoring and Quality Assurance: Monitoring calls for kickbacks & quality, offering tips for better call handling.• Task Management: Completing assigned tasks for internal improvement or external client requirements.• Effective Escalation Handling: Representing the department in escalating technical issues to other departments for prompt resolution.• Performance Monitoring and Reporting: Monitoring agents' performance, providing feedback, and implementing coaching opportunities.• Development Plans and D-SAT Surveys: Creating development plans for agents, analyzing D-SAT surveys for coaching opportunities.• Recognizing Excellence: Celebrating overachieving agents publicly to encourage outstanding performance.• Improving Agent Well-being: Conducting case studies to enhance the quality-of-life aspects for agents.• Team Building and Communication: Engaging in huddles with agents to foster teamwork and address issues.• Upskilling Agents: Hosting fully equipped training sessions to facilitate agent upskilling. Show less

  • Team Leader

    Aug 2023 - now

  • Client Process Expert

    Jan 2023 - Jul 2023