Sherif Eissa

Customer Service Team Lead

Carrefour Majid Al Futtaim•  June 2020 - Present

• Handling Daily Operations. • Monitoring work to identify issues and track progress. • Assisting agents on the floor. • Assigning and Handling Manager Calls. • Assigning tasks to all the teams (FO, Support & BO). • Handling all sort of escalations and assisting other teams in their tasks if needed. • Monitoring high priority calls and providing feedback to agents. • Evaluating agent’s performance through monthly KPIs Performance Evaluation. • Handling IT Operations in the Call Center. • Developing ways to efficiently improve work process.

Senior Digital Customer Care

Carrefour Majid Al Futtaim•  September 2019 - June 2020

- Assisting a team to handle Social Channels (Social Media, Emails and NPS). - Handling Daily Reports of the team to be shared to Management. - Handling Social Media Interactions of 4 Countries through Sprinklr & Dimelo. - Assisting customers through Emails. - Discussing Customers' Feedback through Medallia (NPS). - Developing ways to assist team in managing the work flow as well to ease the work.

Customer Service Assistant

Carrefour Majid Al Futtaim•  January 2018 - September 2019

• Handling Social Media interactions and posts through digital customer care applications (Dimelo & Sprinklr). • Handling Web Mails from customers either by calling the customers or interacting with them through emails. • Supporting the Net Promoter Scores (NPS) through Medallia (Customer Feedback Management Platform). • Handling consumer protection cases by following up with different teams to solve the issue. • Identify customers’ needs, clarify information and provide solutions and/or alternatives. • Assisting customers by explaining procedures, answering questions and providing information. • Follow communication “scripts” when handling different topics. • Manage inbound and outbound calls in a timely manner. • Assisting management and colleagues in IT help desk tasks. • Maintaining call center database by entering information.

Customer Service Representative

TE Data•  January 2014 - March 2017

• Achieving yearly targets in terms of sales and new accounts. • Helping fellow colleagues in their tasks. • Developed new ways to summarize daily reports using excel which lead to organizing the work in the upper levels. • Helping current customers and respond to inquiries/complaints via phone calls / e-mails / website / customers visits efficiently and effectively • Coordinating with billing involved departments to finalize the customer’s payment on system • Maintaining good customers' relationship to ensure business growth and continuity • Having an intimate knowledge of the customer’s needs. • Following up with customers to ensure efficient service. • Upselling TEData’s products and services to current and new customers. • Consistently responding to any new tasks. • Responsible for my own daily cashier report and for the branch’s vault.

Social Media Officer

Benefit Marketing Consultancy•  August 2013 - November 2013

• Achieving targets whether customers’ sales or views on social media, specially Facebook. • Integrating Hootsuite Insights through reports to customers. • Designing presentations to customers using prezi instead of power-point to improve visual effects. • Responding to customer’s support requests.

Alexandria University

Computer Information Systems, BS•  September 2009 - May 2013

Course covered a broad range of subjects including databases, programming, ERPs, accounting, economics and management.