Medhat Nawfal

Managed a 27-member team covering customer support, contract renewals, and UAE visa processing. Resolved client and employee disputes, coached the team toward KPIs, and ensured AI chatbots and RPAs followed company flows and policies.

Supported management of the chat team by running meetings, training, and reporting to higher management while ensuring day-to-day operations. Handled managerial approvals and escalated exceptions, kept the customer support guide up to date, and worked with business analysts to align chatbot flows and guides.

Supervised a 20+ agent team to ensure high-quality customer support and proper operational flow. Provided ongoing feedback and training to improve productivity, onboarded new joiners, and updated training materials to maintain adherence to policies.

Handled highly escalated client cases while ensuring client satisfaction through effective communication. Delivered customer support according to company rules and policies.

Handled complaints and highly escalated cases in a professional manner, supporting UNICEF “Haddi” to help refugee families access quality education. Completed data entry and managerial reports as part of project work.

Managed client complaints and followed up through resolution while investigating operational issues in coordination with supervisors. Prepared weekly reports and supported marketing with photo editing.

Handled inbound and outbound customer support calls
• Checked and followed up on support tickets, ensuring proper and timely resolution
• Data entry
• Reporting to the Team Leader

Pursuing studies in Interior Architecture and Design at Lebanese International University from 2023 to 2026.

Studied Biology at Lebanese International University from 2014 to 2018.