Al-Moatasem Bella Abd El-Salam Mohamed

• Developed strong relationships with clients through excellent communication and attentive customer service.
• Implemented successful employee recognition programs that boosted morale and increased retention rates among staff members.
• Managed a team of customer service representatives, ensuring adherence to company policies and consistent delivery of high-quality support.
• Enhanced overall efficiency by identifying areas for improvement and implementing new procedures accordingly.

Accomplishments:

1. Promoted 10 agents to the following titles: Leaders, Quality Officers, RTMs, and Trainers.

2. Enhanced the quality performance from 39% to 88% in one year.

3. Enhanced the R-SAT score from 70% to 86% in one year.

4. Enhanced the AHT performance from 350 seconds to 249 seconds.

5. Decreased the attrition from 20% to 5% in one year.

6. Controlled the shrinkage from 15% to 5% in one year.

• Supervised team of 35 employees and provided training focused on maximizing overall performance.
• Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
• Created a positive work environment through open communication channels and fostering teamwork among staff members.
• Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
• Collaborated closely with other departments within the organization to optimize workflow processes across teams.
• Enhanced team productivity by providing ongoing training and support to dispatch staff.
• Conducted regular audits on dispatcher call logs, identifying discrepancies and recommending corrective actions when necessary.
• Supervised team of 35 employees and provided training focused on maximizing overall performance.

• Conducted more than 150 TBTs "Tool box talk".
• Issued 35 warnings based on daily site incidents.
• Prevented 14 incident from happening by the usual site monitoring.
• Inspected facilities for adherence to fire, hazard, and safety guidelines.
• Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
• Inspected worksites, practices, and gear for compliance with established safety standards.
• Reduced accident rates with consistent monitoring of employee compliance to safety protocols.
• Recognized, documented, and advised on removal of hazards.
• Conducted regular safety audits, identifying potential hazards and implementing corrective actions promptly.

• Managed high call volumes while maintaining composure and professionalism under pressure.
• Enforced safety procedures for all dispatched personnel, resulting in fewer accidents or incidents in the field.
• Reduced response times by streamlining communication between dispatchers and field personnel.
• Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
• Developed strong working relationships with local emergency services to ensure smooth coordination during critical events.
• Directed dispatching, routing, and tracking of 4000 fleet vehicles.

• Entered data, generated reports, and produced tracking documents.
• Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
• Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
• Completed bi-weekly payroll for 20 employees.