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mostafa_mrashed

Mostafa R

@mostafa_mrashed

Customer Service Manager

Égypte
Anglais, Arabe
Certaines informations sont présentées en anglais.
À propos de moi
Hello there, I am Mostafa Rashed, Current Call Center and Customer Service Team Manager, Setting calls scenario and working SOP's. With my pleasure I would like to bring my experiences along last 11 years in each of Call Center Services, Customer Service, Customer Experience Success as well. I have launched many CS Projects around all GCC Countries in both Arabic and English Languages as well. Professionalism in each of voice talking, chatting and Emails. Worked before in the shipping, Delivery coordination. FRESHDESK ticketing and Zendesk. Trained and monitored quality for many teams.... Plus d’infos

Compétences

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mostafa_mrashed
Mostafa R
hors ligne • 

Voir mes services

Succès client
I will make voice and non voice customer experience success
De5 $US / projetPlus de détails

Portfolio

Expérience professionnelle

Customer_Finder

Customer Service Operations Manager

Customer Finder • Temps plein

Dec 2024 - Jul 2026 • 1 yr 7 mos

• Conduct new hire onboarding & induction training • Deliver product knowledge & system training • Run refresher & upskilling sessions for agents • Perform Training Needs Analysis (TNA) • Design & update training materials and SOPs • Manage LMS platform content & assessments • Track training completion & pass rates • Monitor trainee performance post-training • Conduct call listening & live floor coaching • Support QA team with calibration sessions • Identify skill gaps & build improvement plans • Report training effectiveness to management • Coordinate with Operations on performance issues • Ensure agents meet KPIs before floor deployment