Mostafa Morgan

Experience

1. Team Lead Manager

   Vancom.Io

   Jul 2024 — Present · Houston, TX, US

   Key Responsibilities1. Acquiring new agents: Post job opportunities on Facebook and Upwork for cold callers and virtual assistants. Schedule interviews on the Operation Manager and Head of Logistics calendar.2. Training and DevelopmentConducting training sessions for new hires and ongoing training for existing employees on call handling techniques, customer service skills, product knowledge, and company policies.Onboard new agents: This includes providing new agents with the necessary information and training they need to be successful in cold calling. This may include training on the company\'s products and services, cold calling techniques, and lead generation strategy. Quality Assurance. Monitoring calls to assess adherence to scripts, quality standards, and customer service protocols. Providing feedback to agents on areas for improvement and recognizing exemplary performance.Assisting in resolving escalated customer complaints or conflicts that require higher-level intervention or expertise. Process Improvement: Contributing to the development and improvement of call scripts, workflows, and standard operating procedures to enhance efficiency and customer satisfaction.Organizing new scripts. Develop new cold calling scripts and techniques: This involves researching and testing new ways to improve the effectiveness of cold calling campaigns.Communicate closely with Quality control teammates to ensure issues are discussed and solved in a timely manner. Performance Management.Setting performance goals for agents and tracking their progress. Providing coaching sessions to help agents meet or exceed performance metrics such as call handling time, first call resolution, and customer satisfaction scores.Monitor all agents\' performance: This includes tracking the number of calls made, leads generated, and appointments set by each agent. This information can be used to identify agents who are struggling and provide them with additional support.

Education

• Ain Shams University

  Bachelor of Business Administration - BBA

  1996 — 2000