- Lead, develop, support, and motivate a team of Operations Team Leaders/Sr. Team Leaders to achieve client objectives, organizational goals, and ensure customer satisfaction.- Establish high standards for productivity, quality, and customer service while defining user guidelines for optimal performance.- Manage and enhance center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.- Analyze call center trends and data to generate regular performance reports, ensuring continuous improvement.- Assist the human resources department in the recruitment process by conducting interviews, outlining clear job expectations, and identifying top talent for the organization.- Maintain consistent professional growth through company-provided workshops, actively tracking call center trends, and engaging in team projects.- Foster client relationships and ensure high levels of client satisfaction through effective communication and service delivery.- Ensure project profitability by optimizing gross margins through efficient cost management and maximizing revenue streams.- Implement strategies to manage costs effectively while striving to maintain revenue at optimal levels.

Creating a detailed business analysis, outlining business pains, opportunities and solutions. Modeling business processes and identifying opportunities for a more lean process​.Gathering, validating and documenting business requirements​ and reporting them back tostakeholders.Leading Improvement Projects and defining KPIs to monitor performance & progress. Analyzing commercial data such as budgets, sales results and forecasts.Estimating costs and identifying business savings​.Reporting.Database Management.Oversee the implementation of new technology and systems.Running workshops and training sessions.

Responsible for designing & delivering learning & development solutions for over 7000 employee across 4 different sites.I've helped a key role to drive the overall learning process to a great enjoyment and effectiveness building the first interactive module for seniors & managers for better learning experience.Responsible for managing our e-learning platform, designing all e-learning solutions, creating & updating database.Responsible for the initial skills verification process.Performing TNA to identify knowledge and skill gaps. Identifying talents by utilizing tools such as 9Box w DISC assessment

Throughout my time as a supervisor, being one of the few supervisors to hold various tasks in favour of the business burgeoning, within my job duties I’ve managed to achieve the below:. Superintending my team’s sales conversion and monthly targets, increasing the cross-selling, up-selling ratios, educating and mentoring my team to better perform the sales- customer satisfaction equation.. I was responsible for monitoring the LOB's KPIs, spotting performance defects through deep analysis, and data processing, designing action plans to overcome the underperforming issues at the time.. I’ve inducted partial/full PK trainings, delivering sales essential skills & techniques, customer engagement guidance and acted as full time trainer for a period of time.. During the outbreak situation, I’ve been nominated to temporarily act as an assistant contact center manager (ACM) for almost 3 months, in times of the crisis, I’ve been handled the full LOB responsibility, and I’ve proudly received my feedback from the heads of operation, that outstandingly managed the task, as I handled the business intervals, also correlating with all departments to better keep the daily business flow as smooth and efficient as possible.. As an ACM on task, I’ve insured the implementation of the COPC standards on the productive floors, as well as the imposition of the business codes according to lean six sigma principles.. As the COVID19 situation continues, and in times of major operation structure transformation, I’ve played an important role in supporting the customer service department in times great work volume by fulfilling the duties of a customer support supervisor.. I’ve proudly assisted a number of my team’s calibres and teammates in their promotions, through preparing them, providing consultations and guidance in every way possible for them to better reach their positions and pursue their passion and that I consider my biggest achievements.

I’ve partnered with a colleague of mine to exclusively launch a new Job role that boosted the LOBs total sales revenue, it serves the enhancement of the up-selling and cross-selling ratios, we’ve had a tremendous success in terms of raising the agent’s awareness of the significance of cross-selling and observing on ground progression of the task.• We’ve solely managed to monitor calls, following up on agents performance and observing the learning curve, inducting PK sessions and reporting progress to heads of operation.

• I was chosen for the task of monitoring and inducting new sales reps. I’ve been conducted PK sessions, provided guidance to new hires, handling their numbers and performance curve, reporting to the leads and tackling performance and skills difficulties

• Responsible of tailoring travel packages, flight tickets, accommodations and transfer bookings.• Raising passenger’s interest by providing best available prices and travel plans consultations.• Outstanding as a top performer with a competitive sales conversion in my first year