Mahmoud Shahin

• • Lead, coach, and develop a team of Dutch-speaking customer service agents across inbound calls, live chat, and email channels in a high-volume e-commerce environment

• • Monitor and analyse team KPIs including CSAT, AHT (Average Handle Time), and FCR (First Contact Resolution) — driving continuous performance improvement

• • Conduct structured 1:1 coaching sessions and performance reviews; deliver actionable feedback on DSAT cases to close quality gaps and reduce escalations

• • Review agent interactions across all contact touchpoints to ensure quality standards are consistently met and customer issues are fully resolved

• • Support agents in mastering clickflows, case handling procedures, empathy frameworks, and efficiency best practices

• • Operate in a fast-paced, KPI-driven environment aligned with Zalando's European customer experience standards

• • Provide technical and administrative support for Microsoft 365 environments for Dutch-speaking business clients

• • Manage user accounts, licenses, and access permissions via Microsoft 365 Admin Center

• • Diagnose and resolve issues across Exchange Online, OneDrive, SharePoint, Outlook, and Microsoft Teams

• • Guide end users and administrators through setup, configuration, and M365 security policy implementation

• • Manage support tickets end-to-end — from intake through resolution — ensuring timely closure and user satisfaction

• • Managed high-volume outbound and inbound sales calls for VodafoneZiggo's Dutch customer base

• • Drove customer acquisition and retention through consultative selling and tailored product recommendations

• • Consistently met and exceeded daily sales targets and conversion KPIs in a competitive remote environment

• • Delivered end-to-end customer service support alongside sales activities, ensuring seamless customer journeys