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
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