yehia sherif

Managed and mentored multiple team leaders across various departments and accounts. Designed and implemented performance management systems that boosted team productivity.

Supervised and mentored customer service agents to ensure adherence to quality standards and KPIs. Managed escalations, monitored daily performance, and conducted targeted coaching sessions.

Created job advertisements, sourced candidates, and built strong applicant pipelines for call center roles. Scheduled and conducted initial candidate screenings and interviews.

Provided real-time support and floor guidance to agents handling complex inquiries. Served as the primary escalation point for high-priority customer complaints and issues.

Oversaw entire business unit operations, driving strategic initiatives and operational accountability. Led cross-functional teams to achieve performance benchmarks and revenue targets.

Managed customer communications, order investigations, and support for a high-volume food supply client. Investigated complex order discrepancies, processed accurate refunds, and resolved customer complaints.

Led recruitment and operational teams in sourcing, screening, and placing qualified candidates. Developed internal training programs to streamline onboarding and reduce ramp-up time.

Conducted high-volume outbound cold calls to generate leads and pitch solar and roofing solutions. Educated prospective customers on product benefits, qualified leads, and managed the sales pipeline.

Managed customer bookings, vehicle returns, cancellations, and driver verification processes. Delivered policy-compliant solutions in a high-volume, fast-paced technical support environment.

Handled sensitive account security issues, including phishing, fraud, and account recovery. Investigated scam reports, secured customer accounts, and educated customers on digital safety.

Bachelor's degree from Misr University for Science and Technology, completed from 2019 to 2023.