Ahmed Mohammed
Customer Service
Amman,AM
Summary
I graduated from Al-Namaa private school A hard-working and ambitious person.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Center Quality Analyst
Extensya
Amman Jordan
01.2024 - Current
- Participated in cross-functional projects aimed at improving overall business operations within the call center environment.
- Championed a culture of continuous improvement, inspiring agents to strive for excellence in their interactions with customers.
- Established strong relationships with key stakeholders, ensuring alignment of quality objectives and ongoing support for improvement initiatives.
- Assisted with the implementation of new software tools, increasing overall productivity within the quality assurance department.
- Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
- Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
- Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
- Drove employee retention efforts by recognizing top performers and celebrating individual achievements during team meetings.
- Contributed to the development of training materials, ensuring new hires were well-equipped for success in their roles.
- Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
- Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
- Boosted first contact resolution rates with thorough analysis of calls and continuous agent training.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Supported the successful launch of new products or services by collaborating closely with other departments on training requirements and process updates.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Gathered, documented, and modeled data to assess business trends.
- Produced detailed and relevant reports for use in making business decisions.
- Evaluated current processes to develop improvement plans.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Created and optimized records management strategies to coordinate and protect information.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
Chef
Crispy chicken restaurant
Amman
06.2023 - 01.2024
Marketing
Marketing
Amman
01.2022 - 03.2023
Education
High school - undefined
Al-Namaa private school
06.2022 - 7 2023
Skills
Problem Solving
Time Management
Microsoft Excel
Communication
Fast Learner
Computer Skills
Microsoft Office
Customer Service
Ability to Work Under Pressure
Communication Skills
Ability to Work in a Team
Ability to Multitask
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Certification
High school
Timeline
Call Center Quality Analyst
Extensya
01.2024 - Current
High school
07-2023
Chef
Crispy chicken restaurant
06.2023 - 01.2024
High school - undefined
Al-Namaa private school
06.2022 - 7 2023
Marketing
Marketing
01.2022 - 03.2023