Mohamed Haikal

Call Center Supervisor

With over 10 years of experience as a Senior Customer Service Representative at Etisalat UAE and Operations Team Leader at one of the leading telecom providers in the Middle East, I have developed and demonstrated strong leadership, analytical, and customer service skills. 

As a Senior CSR, I was responsible for handling and resolving customer inquiries and issues related to internet, landline, mobile, and device services, using various tools and platforms such as Avaya, CISCO, Zendesk, and CRM. I also used my sales and communication skills to cross-sell and upsell products and services, achieving and exceeding sales targets and customer satisfaction metrics. Additionally, I created and maintained dashboards and reports using advanced Excel, Google Sheets, Power BI, and SQL, to track and analyze the performance and quality of the customer service operations and identify areas for improvement. I also have proficiency in Adobe Photoshop, PowerPoint, and Word Documents.

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SKILLS
* Leadership & Project management.
* Customer Service
* Effective Action Plans by "What? How? And when?"
*Team Handling and tracking performance.
* Analytical Skills.
* Microsoft Excel "Dashboards"
* Power BI
* Microsoft SQL Server.
* Google Sheets "Dashboards"
* Microsoft PowerPoint
* CRM Customer Relationship Management.