Mohamed Negm

Experience

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  Egyptian Armed Forces

  Mar 2014 - Mar 2015

  Help Desk Specialist

  Troubleshooting networks problem.Provide first level contact and convey resolutions to users issuesProperly escalate unresolved queries to the next level of supportTrack, route and redirect problems to correct resources

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  Raya Contact Center

  Jun 2015 - Apr 2016

  Technical Support Specialist

  Representing the company over the phone.Troubleshooting networks problem.Handling billing issues.Register complaints.Handling angry customers.Others

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  Careem

  Nov 2016 - Aug 2019

  Customer Service Team Lead

  *Coordinating with Work Force Management to distribute work effectively and efficiently*Support Customer Service Inbound with their KPIs, floor coverage, answering questions, taking escalated calls, de-escalating calls*Leads by Example*Makes Decisions*Communicates Effectively*Provide leadership, guidance and continuous mentoring to a Customer Service team*Assist with training of new Customer Service team members*Conduct monthly meetings with CSE's of your team to maintain focus and motivation on Customer Service standards and targets*Assist in and conduct, mid- and end-of-year performance reviews Show less

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  POSRocket

  Aug 2019 - now

  Technical Support Team Lead