Bahthi Academy 

• Lead and mentor a remote team of customer support reps to deliver thoughtful, human-centered service.
• Resolve escalated issues with empathy, turning frustration into loyalty.
• Improve key metrics including CSAT, FCR, and NPS through proactive coaching and performance tracking.
• Cultivate emotional intelligence across the team — not just technical skill.
• Champion a customer-first culture rooted in kindness, communication, and consistency.
• Align every interaction with Bahti’s mission: helping others succeed through education and support.

Customer Service Team Leader

Coach Academy 

•	Managed a team of customer agents to ensure they are providing excellent service. 

•	Provided guidance to the team in handling customer queries and resolving issues effectively.

•	Monitored and compile weekly reports on client complaints for evaluation and improvement purposes.

•	Serve as the primary point of contact for all customer service inquiries, managing a team of customer service representatives to ensure they are providing excellent service to customers.

•	Responded to customer inquiries and complaints in a timely and professionally manner, escalating issues as necessary.

•	Developed and implemented strategies to improve customer satisfaction levels.

•	Maintained up-to-date knowledge of company services.

•	Assist with the development of customer service policies and procedures.

طحالب أكاديمي | Tahalip Academy

•	Led, and motivated a remote team of sales and customer support representatives.

•	Developed and implemented outbound email sales campaigns to generate leads and drive sales growth.

•	Set sales targets and KPIs for the team and ensure they are met or exceeded consistently.

•	Provided ongoing training, coaching, and feedback to team members to optimize performance.

•	Monitored sales metrics and performance data to identify areas for improvement and implement strategies to increase sales efficiency and effectiveness.
•	Closed sales and negotiate contracts with prospective clients to meet revenue goals.

•	Ensured timely and professional resolution of customer inquiries, concerns, and complaints.

•	Collaborated cross-functionally with other teams to ensure a seamless customer experience.

•	Monitored chats between representative and clients to ensure that are being handled in a timely manner.

•	Analyzed customer feedback to identify trends and areas for improvement.

•	Assist with the development of customer service policies and procedures.

•	Reviewed the morning and evening shift report and submit a daily report.

Senior Customer Support Team Leader 

Alromansiah | الرومانسية

•	Submitted a comprehensive report on the various problems faced our customers in the 33 branches and provided appropriate solutions for it.

•	Kept the team motivated and focused on the right direction all the times by identifying training needs through daily chat coaching.

•	Implemented innovative customer service strategies, resulting in a 40% reduction in customer support issues and a 15% improvement in first-chat resolution rate.

•	Dive deep in customer contacts, analyze data, and deliver insights that reveal opportunities on fixing issues and or driving Customer experience wins.

•	Worked on Genyses Cloud program, reviews chat between representative and customers.

•	Dealt with the most difficult customers in a quick willing, and professional manner, aiming to turn negative situations into positive outcomes and using available resources to solve problems. 

•	Provided trustworthy feedback and after-sales support.

•	Developed and implemented processes to improve the customer experience and increase retention.

•	Built long-term relationships with new and existing customers.

•	Kept the team motivated and focused the right direction all the times by identifying coaching & training needs through daily chat coaching.

•	Set clear team goals and measure KPIs.

•	Overseen day-to-day teams' operation and performance.

•	Listened to team members’ feedback and resolve any issues or conflicts.


Achievement:
•	Helped the company to decrease branches problems by identifying complaints and concern.

•	Implemented innovative customer service strategies, resulting in a 40% reduction in customer support issues and a 15% improvement in first-chat resolution rate.

Customer Service Supervisor

Future Academy 

•	Succeeded in creating a healthy environment among autistic and ordinary children.

•	Provided Parents' awareness through workshops.

•	Improved the way they deal with their children through a speech therapist.

Co-Founder& General Manager 

New Horizons Computer Learning Centers

•	Led and motivated a dynamic team of 8 customer service representatives, fostering a customer-centric environment that resulted in a 25% increase in customer retention and loyalty.

•	Dealt with the most difficult customers in a quick willing, and professional manner, aiming to turn negative situations into positive outcomes.

•	Kept accurate, detailed records in our systems CRM program, sheets, and google drive.

•	Gave input into customer service reports for Events teams with best practice and suggestions for improvements based on customers feedback.

•	Identified opportunities for growth within existing accounts and work with the sales team to expand the company's customer base.

•	Developed and implemented processes to improve the customer experience and increase retention. 

•	Continuously measured and improved the customer experience. 

•	Prepare regular reports on team performance, customer satisfaction, and other relevant metrics.

•	Manage key performance targets, ensuring our customers receive both the quality and efficiency required. Identify areas for improvement and implement strategies to enhance team performance.

•	Have an active role reviewing complaints and actively calling customer(s) to ensure reversal of poor customer experience. 

•	Strategizing and monitoring the daily activities of customer service operation.

•	Helped the team and lead them to improve team’s performance.

•	Investigated and solved customer’s problems, which may be complex or long-standing problems that have been based on by customer service assistants.

Achievement:

🔹️The best customer experience supervisor and that was from the sounds of customer.

•	Worked with managers and other staff members to ensure that administrative tasks are completed and the business functions efficiently and timely manners.

•	Scheduled meetings, organized team-building events and responding to emails on behalf of operation manager.

•	Worked closely with the operation manager to oversees daily business operation Completing.

•	Updated all company profiles and presentations.

•	Followed up with registered learners as training coordinator.

•	Coordinated training plans and tutors schedule.


•	Prepared or reviewed learning materials.

•	Aided in the overall administration and accuracy of special projects taken on by the organization such as "The Ideal Manager- Ministry of Organizational Development ".

•	Which was a project whereby our organization was chosen to rate the best managers amongst all the ministries in all of Egypt, to which the chosen manager will receive an award from the President “Mohamed Hosni Mubarak”.

 Operation Assistant Manager

•	Dealt with all client concerns in all matters, as well as, searched for solutions to ensure high levels of client satisfaction and loyalty.

•	Ensured accurate coordination between training schedules, client needs and instructor timing.

•	Conducted initial orientations to upper level executives on their first day of training to provide an outline of the organization and overall policies and procedures of the program.

•	Arranged appointments with all clients to come and pick up international certifications and certificates of attendance.

•	Answered inbound calls and responds to customer requests to ensure customer satisfactions.

•	Kept accurate records of discussions or correspondence with customers.

•	Supported and provided superior service via phones and emails as a receiver and caller and follow-up on customer inquiries and complaints that are not fulfilled or resolved on queue ensuring full customer satisfaction. 

•	Achievement: 

	Received the "Best Customer Service" award in New Horizon.

Customer Service Representative

Rose School

•	Established and enforced rules of behavior for students in the classroom.

•	Prepared lessons, units and projects to complete learning objectives.

•	Established and communicating clear objectives for lessons, units and projects.

•	Adapted teaching methods and materials to meet the interests and learning styles of students.

•	Encouraged students to explore learning opportunities and career paths.

Social Studies Teacher

Most startups don’t lose customers because of bad products —
They lose them due to bad service.

Winning a customer takes effort. Losing them takes one poor interaction.

I believe customer loyalty is earned, not bought.

That’s why I help startup founders and growth-stage companies transform customer service into their most powerful growth engine.

I specialize in building high-performing, people-centered support teams that:

• Delight customers at every touchpoint.
• Turn complaints into opportunities.
• Build cultures of care, empathy & excellence.

Key Results:

✅ +30% increase in repeat purchases.
✅ +25% boost in referral rates.
✅ +40% jump in customer satisfaction.

If you want your service team to become a revenue driver — not just a cost center — I can help.

Let’s deliver exceptional experiences that turn customers into advocates.

📩 Book a free consultation | adel.fatma38@yahoo.com
🌐 www.linkedin.com/in/fatma-adel

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