Open to opportunities

Raafat FOUAD

@raafatfouad

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Dedicated team leader with expertise in customer service and training.

Egypt

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What I'm looking for

I am looking for a role that allows me to leverage my leadership skills in a dynamic environment, focusing on team development and customer satisfaction.

I am a dedicated professional with a strong background in customer service and team leadership. Over the past few years, I have honed my skills at Sutherland AFG, where I excelled as a Team Leader and Senior Customer Service Agent. My role involved not only managing a team but also training new associates and resolving escalated cases, ensuring a high standard of service delivery.

Currently, I am furthering my career at Intelcia, where I assist with HR-related matters and support my team in navigating various challenges. My experience in both technical support and customer service has equipped me with a unique perspective on problem-solving and team dynamics. I thrive in high-pressure environments and am committed to continuous improvement and innovation in my work.

Experience

Work history, roles, and key accomplishments

CSR - Business - Mobile Accounts

Intelcia

Sep 2023 - Present (1 year 9 months)

Assisted with internal and external HR related matters, screened candidate resumes, and updated records of new staff and resignations. Explained terms and conditions for contracts and managed medical insurance for employees.

Recruitment Employee Relations Contract Management Medical Insurance Administration Training Coaching Customer Service Back Office Operations

Team Leader - SME

Sutherland AFG (Alfuttaim Group)

Aug 2021 - Present (3 years 10 months)

Led a team as Team Leader, SME, Virtual Quality, Virtual Trainer, Resolution (Back office), and Senior Customer Service Agent. Assisted with internal and external HR matters, screened resumes, and managed employee records.

Team Leadership Customer Service Quality Assurance Training Conflict Resolution Data Entry Microsoft Office Suite Communication Problem Solving

Computer Engineer

Casablanca for Computer Services

Jan 2016 - Present (9 years 5 months)

Fixed computer issues for PCs and laptops, including hardware and software problems. Also resolved mobile software issues and managed sales of computers, mobiles, and tablets.

Sales Financial Management Data Entry Customer Service Technical Support Microsoft Office Suite