Open to opportunities

Malek Fattah

@malekfattah

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Customer Success Manager focused on enhancing client satisfaction and retention.

Egypt

Message

What I'm looking for

I seek a role that values strategic planning and fosters client relationships, offering opportunities for growth and innovation.

I am a dedicated Customer Success Manager with a proven track record of driving client satisfaction and retention through strategic account management and effective communication. My experience includes analyzing customer needs and devising tailored solutions that enhance the overall client experience. I have successfully implemented customer success programs that not only increased product adoption but also fostered customer loyalty.

In my previous role as a Virtual Assistants Team Leader, I directed a team of over 20 virtual assistants, achieving a remarkable 100% surge in B2B and B2C partnerships. My leadership has been recognized through various accolades, including being named the Best Manager in 2019 for outstanding leadership. I am passionate about optimizing organizational efficiency and profitability through strategic planning and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistants Team Leader

Current

League of VA Virtual Assistant Team

Oct 2019 - Present (5 years 9 months)

Directed a team of 20+ virtual assistants, driving a 100% surge in B2B and B2C partnerships and elevating client retention rates. Drafted and prepared reports for clients, generated invoices, and maintained payroll with accuracy.

Team Leadership B2B B2C Payroll Management Invoicing Report Preparation Client Communication Training Development Onboarding

Customer Service Team Leader

Raya Outsourcing

Jan 2018 - Present (7 years 6 months)

Implemented tailored agent coaching programs and facilitated personalized performance enhancements. Compiled and presented monthly KPIs to operation management for informed decision-making.

Customer Service Team Leadership Performance Management KPIs Process Improvement Customer Satisfaction Conflict Resolution Cross Functional Communication Training Coaching

Senior Technical Consultant

Teleperformance

Feb 2016 - Present (9 years 5 months)

Supervised a team of Customer Service Agents in addressing customer escalations and conducting intricate technical analyses/repairs. Managed inbound calls in Arabic and English from various regions.

Technical Support Customer Service Team Supervision Escalation Management Account Restoration Customer Experience Troubleshooting Software support

Performance Manager

VIS - Vodafone UK Inc.

Mar 2012 - Present (13 years 4 months)

Delivered weekly and monthly reports on team KPIs and metrics to Operations Management. Managed customer escalations through proactive telephone and email communication, ensuring satisfaction and resolution.