ABOUT ME

With over * years of experience managing operations in various industries, I

am confident that I have the skills and experience necessary to excel in this role. being responsible for all my

team that consists of Supervisors/Leads, 70 Full Time and part time Employees and Leading relevant Support Functions (Training, Quality, Workforce, … etc.) to drive the business unit performance and to ensure the success of the strategic, financials, and operational goals set by top management.

With a history of leading Teams in sales and costumer service industry Skilled in Customer Experience Management, Process Improvement and Defect Hunt, Operations Management, Data and Root cause analysis, Analyzing VOC and Sharing actionable insights, and an expert Excel user with ability to automate reports (VBA).

WORK EXPERIENCE

Abdullah Taha

Date of birth: 05/28/1991

Nationality: Sudanese

CONTACT

B3 - G34 - building 24 -

Madinaty,

19519 Cairo, Egypt (Home)

abdullah.taha.

adxrga@r.postjobfree.com

+20-100*******

10/14/2019 – 05/28/2023 Fresno, United States

• Developing and implementing operational policies and procedures for call center management.

• Overseeing the management of call center activities, including inbound and outbound calls, email and chat support, and other customer service channels.

• Monitoring call center metrics to ensure service level agreements

(SLAs) are met or exceeded, and identifying areas for improvement.

• Developing and maintaining budgets for call center operations, monitoring expenses, and identifying cost-saving opportunities.

• Developing and implementing training programs to ensure that all call center staff are trained on products, services, and customer service best practices.

• Managing a team of call center supervisors, providing guidance and support as needed.

• Ensuring compliance with all internal policies, as well as local, state, and federal laws and regulations governing call center operations.

• Preparing and presenting reports on call center performance to senior management.

• Analyzing call center data to identify trends, issues, and opportunities for improvement.

• Continuously evaluating and improving call center processes and systems to enhance customer service and operational efficiency.

• Collaborating with other departments such as marketing, sales, and IT to ensure seamless operations and customer service.

• Ensuring that call center staff are motivated, engaged, and providing excellent customer service.

• Monitoring and reporting on call center staff performance, including attendance, call handling time, and quality of service.

• Handling escalated customer complaints and issues with professionalism and empathy.

• Staying up-to-date with industry trends and best practices related to call center management.

Business or Sector Other service activities

03/07/2014 – 08/15/2018 Cairo, Egypt

• Driving the team performance towards common goals/KPIs.

• Monitoring, Training and Coaching agents.

• Motivating and Supporting career path development for agents.

• Lowering performance variation in the team.

• Creating Interactive Dashboards and Presenting Team Performance (Bi-Weekly).

operation manager Call Magicians

Contact centre supervisor Teleperformance

EDUCATION AND TRAINING

LANGUAGE SKILLS

MOTHER TONGUE(S): Arabic

Other language(s):

English

Listening Reading Spoken production Spoken interaction Writing C2 C2 C2 C2 C2

Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user DIGITAL SKILLS

Microsoft Excel Microsoft Office Outlook Google Drive Project Management Tools (Podio, Slack/Trello, SmartSheets) Zapper

08/19/2010 – 06/08/2014 Cairo, Egypt

Bachelor's Degree - Business Administration and Management MTI

Contact this candidate