Mona Mustafa
Customer Experience Associate
Nasr City
Summary
Experienced Operational Supervisor and manager skilled in team leadership, customer service, and process optimization, with a proven track record of driving performance and enhancing the customer experience.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Associate
Ticombo
Berlin
05.2024 - Current
- Responds to 90+ customer inquiries via phone, email, live chat, and offline tasks daily, ensuring seamless support and ticket resolution.
- Troubleshot and resolved technical issues using advanced problem-solving skills, enhancing customer satisfaction, and product usability.
- Consistently met or exceeded KPIs, including first call resolution, AHT, and customer satisfaction scores.
- Handled pre-sale, post-sale, and real-time claims, delivering solutions while protecting brand reputation and customer trust.
- Suggested workflow and operational improvements to boost efficiency and elevate the customer experience on the platform.
- Monitored and addressed social media concerns proactively, contributing to positive online reputation management, and customer retention.
- Maintained high service standards across all channels, ensuring customer concerns were resolved quickly and professionally.
Operations Manager Delegate/Senior Operations Supervisor
Teleperformance
12.2023 - 05.2024
- Supervised over 50 operations staff, ensuring policy compliance, quality standards, and effective daily real-time business operations.
- Led hiring, onboarding, and up-skilling initiatives to meet business demands, and support team development.
- Mentored junior staff, conducted performance reviews, and promoted best practices to boost retention, growth, and productivity.
- Developed customer satisfaction strategies using Lean Six Sigma tools, improving service delivery, and reducing complaints.
- Identified process inefficiencies through data analysis, implementing improvements that cut costs, and increased productivity.
- Facilitated cross-departmental collaboration with clear communication, minimizing silos, and missed deadlines.
- Reported KPIs and operational trends to senior management and clients to inform strategic decisions, and mitigate risks.
Operational Supervisor
Teleperformance
Egypt
01.2021 - 12.2023
- Led and supervised a team of 15 to 20 members, ensuring high performance, productivity, and effective shift scheduling based on traffic and strengths.
- Monitored attendance and punctuality, quickly addressing repeat issues to prevent long-term problems, and maintain workforce reliability.
- Initiated a mentoring program based on employees' strengths and weaknesses, tracking their learning and improvement progress.
- Identified performance gaps and implemented targeted coaching to help team members overcome challenges and reach their full potential.
- Reported detailed issues and insights to management, using real-time observations and KPI data analysis to improve customer satisfaction.
- Organized data to forecast performance trends, and reduced operational risks through proactive management strategies.
Subject Matter Expert
Teleperformance
Egypt
08.2020 - 12.2020
- Mentored junior team members, supporting their professional growth and development, to enhance overall team capabilities and morale.
- Trained new hires, ensuring a swift transition from training to operations for quicker productivity and integration.
- Monitored individual performance to ensure efficient issue resolution and consistently positive customer experiences.
- Improved team performance by delivering expert guidance on product knowledge and essential skills.
- Established best practices for knowledge sharing, promoting a culture of continuous learning, and team improvement.
- Created effective training, up-skilling materials, and delivered sessions tailored to diverse audiences, boosting skill sets and job satisfaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Teleperformance
05.2020 - 08.2020
- Used active listening and clear communication to understand customer inquiries and provide accurate product and service information professionally.
- Researched and resolved billing and technical issues promptly, ensuring accurate and timely customer solutions.
- Educated customers on self-service tools, empowering independent problem-solving, and efficient use of company resources.
- Resolved complaints empathetically, boosting customer loyalty, and encouraging repeat business.
- Enhanced satisfaction by quickly addressing concerns and delivering precise information.
- Responded efficiently to customer requests for products, services, and company details.
- Built a strong rapport through active listening, increasing customer retention, and positive client feedback.
- Drove sales growth by upselling products and services tailored to customer needs.
- Consistently exceeded performance goals, earning recognition as a top team performer.
Education
Bachelor's degree - Mass Communication/Media Studies
Cairo University
Cairo, Egypt 01.2015 - 01.2019
Skills
- Customer Relationship Management (CRM): Salesforce, Zendesk
- Data Analytics & Reporting: Excel, KPI Tracking
- Staff Development & Performance Management
- Customer Acquisition & Account Management
- Process Improvement & Operational Efficiency (PSP, Lean Six Sigma)
- Team Leadership, Mentoring & Coaching
- Analytical Thinking & Decision-Making
- Effective Communication & Active Listening
- Problem Solving & Conflict Resolution
- Cross-Functional Collaboration & Teamwork
- Training & Development Program Design
- Time Management & Multitasking
- Customer Complaint Resolution & Empathy
- Upselling & Sales Growth Strategies
- Flexible Management styles & Continuous Improvement
Timeline
Customer Experience Associate
Ticombo
05.2024 - Current
Operations Manager Delegate/Senior Operations Supervisor
Teleperformance
12.2023 - 05.2024
Operational Supervisor
Teleperformance
01.2021 - 12.2023
Subject Matter Expert
Teleperformance
08.2020 - 12.2020
Customer Service Representative
Teleperformance
05.2020 - 08.2020
Bachelor's degree - Mass Communication/Media Studies
Cairo University
01.2015 - 01.2019
Similar Profiles
Nabil Abdelrazaq MohamedNabil Abdelrazaq Mohamed
Senior Tax Accountant & Auditor at Trust House Consulting GroupSenior Tax Accountant & Auditor at Trust House Consulting Group
Ramy Alaa HegazyRamy Alaa Hegazy
Sales Manager at Pioneers SecuritiesSales Manager at Pioneers Securities
Esraa Magdy MohamedEsraa Magdy Mohamed
Senior Financial Reporter at Ora Developers EgyptSenior Financial Reporter at Ora Developers Egypt
Vaishnavee Govindarajan HariharasudhanVaishnavee Govindarajan Hariharasudhan
Customer Experience Associate at Loblaw Companies LimitedCustomer Experience Associate at Loblaw Companies Limited
Christie JalbertChristie Jalbert
Customer Experience Associate at Salem Five BankCustomer Experience Associate at Salem Five Bank