Shaimaa Aly Email & Phone Number

Egypt

• Led medium to large projects to enhance customer experience, reduce costs, and improve first contact resolution.• Implemented changes to address customer needs, questions, and complaints, anticipating issues before they arise.• Provided management with regular updates on project status, feedback, and key objectives.• Reduced defects driving contact repeats and implemented trend analysis for performance interventions.

Egypt

• Devised and established call center quality procedures to enhance customer experience• Monitored performance data to reduce waste and increase efficiency• Ensured full compliance with regulations and investigated potential violations

• Led call center operations team in developing and implementing operational strategies to enhance quality and customer service standards.• Analyzed call center performance data to identify trends and areas for improvement, resulting in increased efficiency and productivity.• Conducted staff performance reviews and coaching sessions to ensure team members met performance goals and objectives.

• Established standards for customer interactions and implemented monitoring programs to ensure quality service delivery.• Designed training programs and process enhancements to address quality issues and improve customer experience.• Led regular performance reviews and reporting to provide quality feedback and defined improvement plans.

Customer Support: Measure and improve local site coaching capability through site coaching team. Conduct end to end review of local coaching model Close loop on continuous improvement opportunities by influence business Received training and certification from UK to represent brand, explain technical functions of mobile devices and guide product selection by customers.Team Coaching and Development: Managing the coaching team in Egypt. Observe… Show more Customer Support: Measure and improve local site coaching capability through site coaching team. Conduct end to end review of local coaching model Close loop on continuous improvement opportunities by influence business Received training and certification from UK to represent brand, explain technical functions of mobile devices and guide product selection by customers.Team Coaching and Development: Managing the coaching team in Egypt. Observe and measure coaching capability of coaches in order to develop their coaching skills Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance. Support recruitment and coaching training for new Coaches • Support creation of development plans for Coaches and ensure successful delivery • Supporting Coach alignment sessions with calibration specialist Show less

Call Monitoring & Coaching:· Regular monitoring of agent calls and scoring calls according to the quality standard, fulfilling quota for monitoring, scoring and coaching.· Coach advisors, setting & highlighting SMART goals, to improve quality performance. Effectively coaching quality results both written and verbal to agents of varying personality types and learning styles and tracking improvement.Calibration and Communication· Meet and… Show more Call Monitoring & Coaching:· Regular monitoring of agent calls and scoring calls according to the quality standard, fulfilling quota for monitoring, scoring and coaching.· Coach advisors, setting & highlighting SMART goals, to improve quality performance. Effectively coaching quality results both written and verbal to agents of varying personality types and learning styles and tracking improvement.Calibration and Communication· Meet and discuss results with supervisors to assist with the performance evaluation process for skill improvement. Identifying advisors who would benefit from additional support and those who are exceeding.· Fulfill and attend all call calibrations with VIS clients and with team and assist in the development of the scoring and evaluation criteria. Ensure consistent alignment with agreed upon standards and within team. Reporting & Analysis:· Observe trends and make recommendations for improving work processes in the organization. Maintain and make available for regular review, quality reports and files at agent, team, and call center levels Show less

Licentiate Degree, English Language

Al-Alsun, English Language And Literature/Letters

Licentiate Degree, English Language And Literature/Letters