Mohamed Haikal

Senior Operations Executive

Tafaseelbpo Call Center

2023

Ajman

• As a Call Center BPO (Business Process Outsourcing) professional for xCube, a newly established
Fintech dedicated to enhancing the competitive capital markets in Dubai, my role involved providing
crucial support to investors associated with Dubai Financial Markets DFM.
• Monitor team productivity and send them their productivity details.
• Ensure that the team adheres to the agreed KPIs, SLA, and Quality Standards

Senior CSR & Operation Team Leader

Etisalat UAE e&, HVC

2021 - 2023

Ajman

• Senior CSR for High-Value, Prestige, and VIP customers
• Inbound and outbound calls, Billing, Technical, “Mobile and home” services.
• Provide accurate, valid, and complete information to our valued customers using the right methods/tools.
• Follow established procedures for each service request and adhere to the agreed Key Performance Indicators "SLA, AHT, C-SAT, FCR, and Quality Standards".
• Track and monitor agents' performance & and productivity and report the performance to the direct manager with a suggested action plan.
• Floor management as a duty when scheduled.
• Replying to emails from WFM with SLA justifications.

Operation Team Leader

UberEats

2019 - 2020

Dubai

• Leading (CISCO) Voice Queue “Inbound & Outbound Calls”.
• Monitor agents' transactions, and perform and report performance to the direct manager regularly with the suggested action plan.
• Monitor team productivity and send them their productivity details
• Ensure that the team follows established procedures for each service request.
• Adhere to the agreed KPIs, SLA, and Quality Standards

Operation Team Leader

Careem

2017 - 2019

Cairo, Egypt

• Leading the Safety and Security team Voice Queue “Inbound & Outbound Calls”
• Manage and monitor the non-voice team.
• Monitor team productivity and send them their productivity details.
• Ensure that the team adheres to the agreed KPIs, SLA, and Quality Standards.
• Meet the agents on a one-on-one monthly basis to brief them on their performance and decide upon the action plan.
• Handling customer escalation calls and ensuring that they are Satisfied.

Senior Customer Service Representative

Raya Contact Center BPO

2015 - 2017

Cairo, Egypt

• Etisalat e& UAE, Mobile services Queue.
• Senior CSR for High-Value, Prestige, and VIP customers.
• Inbound and outbound calls, Billing, Technical, and “Mobile services".
• Provide accurate, valid, and complete information to our valued customers using the right methods/tools.
• Resolve customer complaints via phone, email, or social media.
• Cross-selling through the call and sale of products and services helps customers.

Sales Insurance

MetLife Alico

2013 - 2014

Cairo, Egypt

• Lead Generation, Analyzing leads with "Hot, warm, & cold" leads.
• Helped customers determine appropriate product and policy terms.
• Gathered customer information to assess coverage needs and recommend products.
• Communicate with customers to determine policy limits and degree of risk.