Diaa Ragheb CV (1)

Diaa Ragheb
EXPERIENCE
January 2022 - Current
Head of Customer Service Sector Porto
Elsokhna(Towers_Golf_South Beach),Amer Group
• Successfully introduced innovative strategies to improve quality of

customer service, productivity and profitability.
• Lead and manage a team of Forty six(46) customer service agents.
• collate and analyze data to identify strategies for improvement of
Shorouk City, Cairo service and productivity.
01203137195 • Ensure the consistent achievement of customer service levels and
standards.
dabdelazeem1994@gmail.com • Resolved customer questions, issues and complaints efficiently to
reach mutually beneficial solutions.
• Collection of maintenance deposit differences.
SUMMARY • Follow up the implementation of services and maintenance orders
with the supporting departments
Expert Customer Service Manager • Supervised total department call volume of 60 per day.
bringing 8 years of expertise in • Improved service quality and increased sales by developing strong
Customer Service. Effectively knowledge of company's products and services.
manages assignments and team • Generated and distributed daily reports and order
members. Dedicated to acknowledgements to appropriate personnel.
self-development to provide
• Oversaw training of new team members to promote productivity,
expectation-exceeding service. accuracy and friendly service.
• Evaluated CRM reports regularly, actioning improvements to achieve
impressive results.
SKILLS • Increased employee productivity by establishing and monitoring
customer care performance indicators, service level metrics and goal
• Fast-paced customer service
achievement.
• Customer service skills
• Proactive customer service • Improved productivity by providing CSR performance feedback for
corrective action.
• Exemplary customer service
• Customer service email
management August 2020 - December 2021
• Communication skills. Customer Service Manager Golf Porto Marina, Amer Group
• Data collection and problem • Successfully introduced innovative strategies to improve quality of
analysis . customer service, productivity and profitability.
• Problem solving • Lead and manage a team of Forty six(46) customer service agents.
• Decision-making • collate and analyze data to identify strategies for improvement of
• Planning and organizing service and productivity.
• presentation skills stress • Ensure the consistent achievement of customer service levels and
tolerance standards.
• Resolved customer questions, issues and complaints efficiently to
• Follow up the implementation of services and maintenance orders
with the supporting departments
• Supervised total department call volume of 60 per day.
• Improved service quality and increased sales by developing strong
knowledge of company's products and services.
• Generated and distributed daily reports and order
acknowledgements to appropriate personnel.
• Oversaw training of new team members to promote productivity,
accuracy and friendly service.
• Evaluated CRM reports regularly, actioning improvements to achieve
impressive results.
• Increased employee productivity by establishing and monitoring
customer care performance indicators, service level metrics and goal
achievement.
• Improved productivity by providing CSR performance feedback for
corrective action.
April 2018 - July 2020

Customer Service Assistant Golf Porto Marina, Amer Group
• Handled complaints calmly and professionally, providing appropriate

solutions to promote continued customer satisfaction.
• Provided friendly, attentive service by promptly responding to
customer enquiries and processing order requests.
• Built rapport with customers through courteous and professional
communications.
• Mentored junior team members on methods to provide outstanding
service to customers.
• Monitored email to promptly collect and respond to complaints.
• Follow up the implementation of services and maintenance orders
with the supporting departments.
January 2015 - December 2017

Customer Service Team Leader Golf Porto Marina, Amer Group
• Resolved customer questions, issues and complaints efficiently to

• Developed rapport with customer base by handling difficult issues
with professionalism.
• Effectively communicated with team members to maintain clearly
defined expectations.
• Trained staff on operating procedures and company services.
• Filled out daily logs and created weekly reports detailing activities.
EDUCATION
2017
Information Systems
ELShorouk Academy
• Bachelor's degree
CERTIFICATIONS
• MBA in Arab Academy For Science , Technology & Maritime Transport.
• Inventory Management certified.
• Business Email certified.
• Effective Presentations certified.
• Effective Leadership certified.
• Business Communication certified.
• Excellence in Customer Satisfaction certified.
• Business Communication Simulation certified.
• Hiring Staff certified.
• Social Entrepreneurship certified.
• Sales Forecasting certified

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Diaa Ragheb

• Successfully introduced innovative strategies to improve quality of

April 2018 - July 2020

• Handled complaints calmly and professionally, providing appropriate

January 2015 - December 2017

• Resolved customer questions, issues and complaints efficiently to

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