Mohamed Fathy El Bialy

• Resolved diverse range of technical issues across multiple systems and applications for customers and end user.
• Used ticketing systems to manage and process support actions and request.

• Helped large volume of VIP customers every day with positive attitude and focusing on customer satisfaction.
• Respond to customer needs through competent customer service and prompt problem - solving.

-Handled escalated cases and followed up with internal departments.

• Supported first-class team with backend operations and client case resolution.
• Ensured SLA compliance and accurate documentation.

Supervise and lead the CRM Monitoring team in evaluating customer interactions across all channels (inbound, outbound, email, chat, etc.).

Develop and maintain quality monitoring forms, evaluation criteria, and scoring systems.

Monitor calls and CRM system usage to ensure accuracy, consistency, and adherence to policies and procedures.

Identify performance gaps and areas for improvement, and recommend action plans for agents and team leaders.

Provide regular feedback and coaching to QA analysts and collaborate with Training and Operations to improve agent performance.

Prepare and deliver detailed quality reports and insights to management.

Drive process improvement initiatives based on quality monitoring outcomes and customer feedback.

Ensure quality KPIs are met and aligned with business goals.

Conduct calibration sessions with stakeholders to ensure scoring consistency.

Stay updated with CRM systems, products, and service updates.