Mohab Elsherif

Experience

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  Teleperformance

  Feb 2013 - May 2013

  Customer Service Representative
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  Vodafone

  Jun 2013 - Oct 2017

  - Design and deliver training programs to the customer service trainees for Vodafone Ireland Billing Pay as you go and technical departments.- Providing updates of new products, instructing and informing the employees about system usage and itspolicies, developing team skills in customer service area, communication and selling;- Tracking staff performances, assessing training effectiveness and delivering regular reports to manageror supervisor.Created Knowledge base a new department for easier access and sharing designed training program.- Providing updates of new products, instructing and informing the employees about system usage and its policies, developing team skills in customer service area, communication and selling; Skills: Employee Training - Microsoft office - Knowledge Data Base Management - Customer Satisfaction · Team Leadership · Customer Service Show less Providing real time support for the new teams , Handling the knowledge refresher briefings , doing live call observations for the transition teams to ensure that they are on track achieving net promoter scorecard, and providing on spot productive feedback ,doing the required performance analysis for the transition teamsproviding real time support for the new teams , Handling the knowledge refresher briefings , doing live call observations for the transition teams to ensure that they are on track achieving net promoter scorecard, and providing on spot productive feedback ,doing the required performance analysis for the transition teamsSkills: Team Facilitation · Knowledge Sharing · Stakeholder Management · Coaching · Problem Solving · Teamwork · Remote Troubleshooting Show less

  • International Account Team Leader

    Jan 2016 - Oct 2017

  • Performance Manager

    Jun 2015 - Dec 2015

  • Performance Manager (Vodafone Romania - Launch Assignment)

    Feb 2015 - May 2015

  • Learning and Development Trainer

    Aug 2014 - Jan 2015

  • Subject Matter Expert

    Mar 2014 - Jul 2014

  • 2nd Line technical support Agent

    Jun 2013 - Feb 2014
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  _VOIS

  Nov 2017 - Jun 2024

  - Managing an ops group of 5 – 9 Team Performance Managers, in terms of performance and day to day operational management overlooking a total headcount of employee ranging from 80-120 Employees.- Hiring, training, coaching, and leading call center representatives as they provide support for customers.- Answering representative’s questions, guiding them through difficult calls or issues.- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.- Assisting other management team members in identifying trends and establishing call center goals.- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.- Authorizing replacements or refunds or cost adjustments. -Taking on other tasks or projects to support employees, other managers, and call center operations. Show less - Coach, motivate and develop a team of ( average 25+ advisors) while ensuring the performance targets are communicated and over-achieved.- Achievement of service targets through people and team management also communication of service results on longitudinal basis.- Implementation and management of service processes aligned with overall service levels.- Service delivery, efficiency, resources manager for the department insuring full coverage of resources with high productivity accross the month. - Management and assessment of knowledge and skills of individuals and implementation of performance development plans.- Running performance analysis on department level to address system gaps and people factor that impacts the numbers/performance.- Set clear business-based targets for service performance to make delivery of service properly assessed, monitored, and managed against these targets- Running analysis for Client for all ongoing issues that might impact operations and meetings with relevant stakeholders & System manufacturers or any other teams that might help in resolution and process or system improvement. - Driving extra Operational streams related to incentive program/awards, hiring assessment and creating new modules. Show less

  • International Account Assistant Contact Center Manager

    Feb 2023 - Jun 2024

  • International Account Supervisor

    Nov 2017 - Jan 2023
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  Tabby

  Jun 2024 - now

  CX Operations Manager

  responsible for overseeing the day-to-day operations and driving continuous improvement across a 150-person team. Reporting to the Head of Customer Excellence, working closely with 10 team leaders to ensure operational efficiency, process optimization, and exceptional service delivery. **Key Responsibilities:**- Manage and optimize operational workflows, policies, and procedures to drive productivity and quality- Analyze performance data, identify areas for improvement, and implement impactful solutions- Oversee workforce planning, schedule management, and resource allocation to meet evolving business needs- Collaborate with team leaders to set and achieve departmental goals and metrics- Develop and nurture a high-performing, engaged team through effective coaching, training, and development- Identify and execute on process automation and digital transformation opportunities- Serve as a subject matter expert and act as a strategic partner to the leadership team- Foster a culture of continuous improvement, innovation, and exceptional customer service Show less