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Nabil
SME (Subject Matter Expert)
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Competencies
Provided effective support and solutions to customers, ensuring high satisfaction and retention.
Managed and supervised customer service teams, coordinating efforts to meet organizational goals.
Utilized strong communication to resolve customer issues and lead team discussions.
Identified root causes of customer issues and developed effective solutions proactively.
Gained extensive knowledge of telecom products and services at Vodafone UK.
Education
Summary
Dedicated customer service expert with 5 years in telecom industry, skilled in team leadership, problem solving, and client satisfaction. Proven career growth from agent to team leader with comprehensive industry knowledge.
Key Achievements
- Progressed from Agent to Team Leader at Vodafone UK within five years, demonstrating skill development and leadership.
- Held roles including SME and Floor Worker, showcasing versatility and growth in customer service functions.
- Led customer support operations, contributing to team success and enhancing client satisfaction.
Experience
SME (Subject Matter Expert)
Act as a Subject Matter Expert supporting customer support operations and frontline agents., Handle complex escalations and ensure timely resolution in line with quality standards., Support team performance through guidance, feedback, and process clarification., Collaborate with team leaders and management to maintain service excellence.
Customer Services Agent
Managed inbound and outbound chats and calls for business customers., Delivered high-quality customer service while meeting performance targets., Reported to team leaders and contributed to continuous service improvement.
Team Leader
Led, coached, and monitored multiple customer support teams to consistently achieve KPIs., Managed team productivity, schedules, and daily login adherence., Conducted performance reviews and created action plans to improve quality and efficiency., Ensured a supportive work environment that enhanced agent engagement and results.
Customer Service Agent
Handled customer inquiries via chats and emails, ensuring high satisfaction levels., Worked directly with clients to resolve issues efficiently and professionally., Maintained accurate records and followed up to ensure complete resolution.
Team Leader
Monitored, coached, and led multiple business units to deliver outstanding customer service., Managed team performance metrics and drove continuous KPI improvement., Optimized daily operations, workforce management, and productivity tracking., Developed and implemented action plans to improve quality, efficiency, and customer experience.
SME (Subject Matter Expert)
Handled escalations and supported the full operational queue., Acted as a key point of contact between agents and operations management., Ensured compliance with processes and service quality standards.
Floor Walker
Supported new hires through on-floor guidance and call handling support., Assisted agents in resolving customer inquiries effectively.
Customer Service Agent
Managed inbound and outbound calls for business customers., Delivered high-quality customer service while meeting performance targets., Reported to team leaders and contributed to continuous service improvement.