Reham Adel mahmoud E.

Customer service specialist | Call Center Management

Current Position ( Team leader in Amazon Germany Call Center): Position: Team Leader Duration: May 2019 – Present Responsibilities: Real-time management, team performance evaluation, handling salaries and payroll for agents. Responsible for coordinating hiring processes between operations and HR for German language evaluation. Responsible for scheduling to match contacts, working on 2 modules per contact and per hour module. Previous Positions: Mentor at Amazon Germany Call Center: Duration: September 2018 Agent at Amazon Germany Call Center: Duration: September 2017 Amazon.com Experience: Position: Team Leader at Amazon Call Center Duration: May 2021 – Present Encompassing real-time management, team performance, salaries, and payroll for agents. Responsible for coordinating communication between operations and the HR department for the assessment of German language proficiency. Accountable for the planning process to coordinate contacts. Working on 2 modules per contact and per hour module. Customer Support: Responding to inquiries, questions, and concerns of customers via phone, email, chat, or other communication channels. Troubleshooting: Identifying problems or challenges faced by customers and providing solutions or guidance to address them. Complaint Management: Handling customer complaints or dissatisfaction by responding appropriately, offering solutions, and attempting to resolve conflicts.