Sajed Mohamed, Senior Customer support specialist

About

I am an MBA holder with more than 7 years of experience in team management, process enhancement, project management, operations, and quality. I have solid records of raising the overall quality of the department, re-shaping SOPs to improve or close gaps, training and coaching, leading and cross-collaborating between teams, and creating reports, dashboards, and KPIs to track overall performance along with action plans. I have extensive experience in several industries like fintech, ride-hailing, F&B, and fashion.

Experience

Khazna Tech

Jan 2022 – Present

Cairo, Egypt

Quality Specialist

● Help establish the infrastructure of the customer support department through collaboration with the product and marketing team. ● Establishing customer support platforms (Intalk, Freshdesk, Freshchat, Scorebuddy) ● Establishing and drafting the knowledge base for the entire customer support department. ● Mentoring my team members by helping them get to the next level through 1 to 1's, constructive feedback, and talking about personal development. ● Prepare the training material, and provide coaching and training to CSRs. ● Monitor trends and performance (Chat, Call, social media) using Excel, data studio, and other tools. ● Gather data from various sources to prepare daily/weekly/monthly reports and dashboards to track quality trends. ● Formulate action plans to raise the overall quality of the department.

The Bread bag

Sep 2020 – Oct 2021

Cairo, Egypt

Operation Associate

● Leading teams of 25 employees across various departments. ● Responsible for establishing the kitchen's machinery, hiring the staff, and creating a process for all manufacturing inputs and outputs ● Creating and keeping accurate financial reports, P&L, and waste reports on a daily and weekly basis. ● Creating cost control reports and recipe manuals. ● Led the marketing team which consists of a marketing agency and ground sales team to meet our sales target. ● Following up on all operational aspects like maintenance, employee complaints, re-hiring, and government-related requests. ● Opening new sales channels by establishing connections with restaurants and cafe owners.

Uber

Oct 2017 – May 2020

Cairo, Egypt

Customer support Representative

● Handling inbound and outbound calls while maintaining high score KPIs. ● Raise any gap in the knowledge base to the content team. ● Monitoring team performance by root cause analysis and then formulating action plans. ● Documenting all handled cases in Jiras for a smooth follow-up.

Saaed for traffic solutions

Jan 2012 – Jun 2013

Abu Dhabi, UAE

Administrative Assistant

● Processing sick leaves, casual leaves, and other types of leaves in the ERP ● Follow up on administration requests from over 500 employees ● Update and maintain the accurate employee’s data on the ERP ● Maintain employee’s files and keep them up to date ● Arranging and maintaining interviews for the director (providing a summary of the company before the interview with all the details)

Education

UAEU

Sep 2011 – May 2013

MBA, MBA

Future University in Egypt

Sep 2006 – Apr 2011

Bachelor degree, Major account and minor marketing

Sajed Mohamed

Senior Customer support specialist

Skills

Languages