Nikita Abdelwahed

Fayetteville NC • 704-***-**** • adzxwn@r.postjobfree.com

www.linkedin.com/in/nikita-abdelwahed-4436979

Transformative Leadership Procedure Development Revenue Enhancement

A dedicated, results-oriented, self-driven Customer Service Professional with 19 years of experience in the mortgage industry's call center domain, specializing in contact center representative development, training, and management. Results-driven leader with a proven ability to leverage high-level customer service skills with extensive teaching experience to train teams in effective problem resolution and service methods to increase customer satisfaction, with an unwavering focus on excellence, continually refining and streamlining operations to prepare for the next challenge. Possesses a positive and winning attitude, with expertise in sales and service organizations that drive success through effective leadership and process improvement. A proven track record of exceeding targeted metrics through a data-driven approach and fostering a culture of continuous improvement. Recognized for capacity to work autonomously and collaboratively and interact effectively with all levels of support staff and management. Superior interpersonal, organizational, troubleshooting, and problem-solving skills.

Areas of Expertise

Customer Center management Call Center Operations Customer Loyalty/Satisfaction

Staff Training & Development Process Innovation/Optimization Strategic Planning Quality Assurance & Control Client/Account Management Issue Resolution/De-escalation Productivity Enhancement

Professional Experience

LENDING TREE CHARLOTTE, NC 2016 – 2023

Senior QA Lead

Generated comprehensive reports utilizing Salesforce and Verint CRM systems. Vigilantly monitor and analyze negative behavioral patterns impacting the customer experience. Conducted rigorous call audits for scoring and internal calibration purposes. Closely track and investigate scoring variations. Identify key behaviors and collaborate with supervisors to develop and execute effective coaching plans. Designed and implemented a robust automated testing framework to streamline the testing process and reduce manual effort, reducing testing cycle time.

Selected Career Benchmarks

Coordinate planning, development and administration of internal quality assurance and compliance activities.

Drafted guidelines, procedures, policies, rules and regulations for evaluating.

Developed and executed comprehensive test plans to ensure successful software delivery for various complex projects across multiple platforms. Implemented strategies to improve process efficiency. Explored root causes. Implemented solutions.

Created and executed test plans, test cases, and scripts, ensuring adherence to project timelines and budgets.

Coordinated with staff for collecting, organizing, analyzing and preparing material for information requests and reports.

LENDING TREE CHARLOTTE, NC 2015 – 2016

Senior QA team lead

Developed and implemented an innovative Training and QA Process to improve team performance and enhance customer experience. Conducted comprehensive staff training, on-call coaching, and scoring for both inbound and outbound teams

Revamped existing call scripting to enhance clarity and increase customer satisfaction. Created new call scripting to align with business objectives and improve call outcomes. Designed and developed engaging training materials, including training decks and job aids, to improve training effectiveness and knowledge retention.

Monitored and analyzed key performance indicators to measure the success and effectiveness of the training initiatives. Provided expert coaching and support to team members to enhance performance and drive continuous improvement.

Selected Career Benchmarks

Implemented cutting-edge training and coaching processes to improve team performance and improve customer experience.

Developed and refined impactful call scripting to increase engagement and optimize results.

Established effective coaching processes to foster skill development and enhance individual performance.

Conducted comprehensive training sessions for inbound and outbound representatives, resulting in an improvement in customer satisfaction rates.

Streamlined call center workflows by implementing optimized processes, improving productivity and efficiency.

Created a range of documents and tools to aid work management, facilitating effective and efficient team collaboration and communication.

LENDING TREE CHARLOTTE, NC 2010 – 2015

Contact Center Manager

Effectively led and managed a team of 20 representatives, optimizing performance and elevating customer satisfaction. Implemented and oversaw a comprehensive Quality Assurance program, ensuring adherence to industry standards and best practices. Produced monthly reports to effectively communicate team performance and areas of improvement to senior management. Expertly managed to schedule to optimize staffing levels and ensure optimal coverage during peak periods. Proactively handled BBB complaints, resolving issues and mitigating future complaints. Closely tracked team performance metrics to identify areas of improvement and drive continuous improvement initiatives. Conducted engaging and impactful training sessions to develop staff skill sets and enhance team performance.

Selected Career Benchmarks

Drove the success of comprehensive training and quality assessment initiatives to optimize team performance and elevate customer satisfaction.

Developed and implemented highly effective processes for call center workflows, resulting in increased productivity and efficiency.

Created a range of impactful documents and tools to aid work management, enabling effective team collaboration and communication.

Achieved impressive attrition rates of less than 3% through expert management and the support of team members.

Collaborated closely with senior management and business partners to synchronize efforts and enhance the overall customer experience.

Education & Certifications

EAST CAROLINA UNIVERSITY

Bachelor Science Communications

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