Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

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

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
Ahmed MohammedCustomer Service