Experience

Decima International
• United States
• Construction
• 1 - 100 Employee
• Executive Assistant

  • Jan 2023 - Present

noon
• Netherlands
• Software Development
• 1 - 100 Employee
• Quality Analyst

  • Aug 2021 - Feb 2023


WUZZUF

• Egypt
• Staffing and Recruiting
• 100 - 200 Employee

• Customer Experience Expert

  • Dec 2016 - Apr 2021

  - Develops Work Instructions, Operational Flows, and JBAs - Identifies Customer Account Implementation criteria - Coordinates and tracks required documentation to enable efficient, effective, and timely implementations - Supports Operational Excellence activities related to active projects and within the Implementations group - Develops reports to measure departmental and operational performance - Updates processes and procedures to ensure they are up to dateighlighting the major quality issues and recommends the workaround to maintain employer satisfaction. - Monitoring and reporting non-adherence to quality process. - Contribute in improving quality processes in all company department. - Prepare reports to communicate outcomes of quality activities. - Investigate customer complaints and determine the best course of actions needed. - Improve customer satisfaction and reduce customer churn. - Introduce more and better KPIs and metrics to monitor quality. - Coaching team members. - Overall responsible for the implementation of process improvement initiatives to enhance operational efficiency, service delivery and to create a continuous improvement culture within the division - Accountable for increasing the awareness levels of the staff in the various processes and service quality. This includes focus on creating a work environment that engages employees at all levels in the business to help drive out unnecessary (non value adding) work, improve and simplify processes, and continually reduce operational costs - Ensure delivery of business process improvement initiatives through the implementation of predetermined/agreed synergies - Ensure the timely implementation by directing, guiding others, and applying various operational. excellence tools to resolve problems including providing training where required - Play a key role in monitoring, assessing and developing required performance management and Quality Scorecards applicable to the respective functions Show less



Toggar.com B2B

• Office Manager

  • Dec 2014 - Jul 2016

  - Maintains office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions. - Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records. - Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement. - Designs and implements office policies by establishing standards and procedures; measuring results against standards; making necessary adjustments. - Completes operational requirements by scheduling and assigning employees; following up on work results. - Keeps management informed by reviewing and analyzing special reports; summarizing information; identifying trends. - Maintains office staff by recruiting, selecting, orienting, and training employees. - Maintains office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results. - Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. - Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. - Contributes to team effort by accomplishing related results as needed. Show less



Raya contact center

• Quality assurance specialist

  • Dec 2011 - Dec 2014

  • Consistently provides performance related feedback and coaching to Call Center associates with a focus on service delivery and process execution. • Schedules routine coaching interactions with associates in the Call Center groups to support and drive performance expectations • Identifies developmental opportunities and coaches to enhance expertise and abilities. • Conducts group monitoring & calibration sessions involving management. • Trends QA information for process/ performance improvement. • Communicates trend information to management, training and internal partners. • Selects calls and participates in Client monitoring and calibration sessions. • Monitors performance of Call Center associates. Selects calls for performance evaluation in a random fashion to provide a valid sampling representative of overall performance levels. Calls selected for evaluation may be remotely monitored or offer side-by-side coaching and evaluation. • Conducts new hire quality assurance training. Demonstrate the QA process, review performance related variables, evaluation criterion and process. • Assists in new hire or recurrent training delivery as required. • Performs special projects and other duties as assigned by management as required. • Supports other call center departments as required Show less



Expo Mobile

• Colombia
• Advertising Services
• 1 - 100 Employee

• Supervisor

  • Jul 2014 - Nov 2014

  • Manage a team of call center agents. • Be available to affect the entirety of the team's operations. • Manage by walking around, be visible to answer questions. • Take calls that your agents can't handle and be available when an agent appears to need assistance. • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. • Motivate and encourage agents through positive communication and feedback • Manage a team of call center agents. • Be available to affect the entirety of the team's operations. • Manage by walking around, be visible to answer questions. • Take calls that your agents can't handle and be available when an agent appears to need assistance. • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. • Motivate and encourage agents through positive communication and feedback



Vodafone UK ( Off Shore Account )

• Customer Services Representative

  • Jun 2008 - Mar 2011

  • Resolve customer complaints via phone. • Use telephones to reach out to customers and verify account information. • Greet customers warmly and ascertain problem or reason for calling. • Cancel or upgrade accounts. • Assist with placement of orders, refunds, or exchanges. • Advise on company information. • Take payment information and other pertinent information such as addresses and phone numbers. • Place or cancel orders. • Answer questions about warranties or terms of sale. • Act as the company gatekeeper. • Suggest solutions when a product malfunctions. • Handle product recalls. • Attempt to persuade customer to reconsider cancellation. • Inform customer of deals and promotions. • Sell products and services. • Utilize computer technology to handle high call volumes. • Work with customer service manager to ensure proper customer service is being delivered. • Close out or open call records. • Compile reports on overall customer satisfaction. • Read from scripts. • Handle changes in policies or renewals. Show less