Ahmed Ellaban
United States Experience
Operations Manager
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow.
- Set and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led hiring, onboarding, and training of new hires to fulfill business requirements.
Customer Service Manager
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Handled complex and sensitive client relations and quality control issues to minimize the negative impact on business direction.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Monitored employee performance to identify areas for improvement and additional training needs
Customer Support Manager
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Handled complex and sensitive client relations and quality control issues to minimize the negative impact on business direction.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Monitored employee performance to identify areas for improvement and additional training needs
Customer Service Manager
- Analyzed product information to verify accuracy and drive corrective actions to closure.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created effective customer service procedures, policies, and standards to gain customer loyalty and achieve satisfaction
- Developed customer satisfaction goals with the coordination of the stakeholders to meet customer expectations
- Supervised day-to-day operations in the customer service department
- Followed on the order confirmation process, and shipping process, and followed up with the customers
- Created a channel to collect the customers’ feedback to report the market needs to the marketing and product management department for improving the current products and planning the upcoming ones
- Maintained accurate records and documents of all customer service activities and discussions
- Communicated with the upper management and project owners regarding the last updates and challenges to discuss the action plan from a financial perspective
Resolution Specialist
- Supported the new CS agents in both calls and e-mail departments by providing technical and product information
- Monitored the performance of every agent closely and applied the quality processes in order to report the feedback to the CS Manager
- Aligned action plans with team managers for every individual and training session for the teams to improve the performance of the representatives
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Handled escalated requests for any challenging complaints and applied exceptional measures to solve customer complaints
