Asma Ahmed

* Monitor calls and provide performance trend data to management
* Participate in designing call monitoring formats and quality standards
* Facilitate calibration sessions for call center staff
* Deliver feedback and support to team leaders and agents
* Prepare and analyze quality reports for internal reviews
* Ensure adherence to internal and external quality benchmarks
* Manage and regularly update the contact center database on a daily, weekly, and monthly basis
* Develop and maintain contact center scripts, ensuring alignment with business requirements and securing necessary approvals from stakeholders
* Coordinate with business owners to stay updated on product and service changes, ensuring frontline teams are equipped with the latest information
* Conduct quality assessments for new batches of agents prior to their transition into live operations
* Lead monthly quality orientation sessions for new hires, supporting their onboarding and performance readiness

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled Social Media Platforms such as Facebook, Instagram and X (Previously Twitter)

• Collaborated with colleagues to develop strategies for complex cases, leading to successful outcomes for clients.
• Drafted legal documents, including pleadings, motions, and briefs, to advance clients'' interests in litigation matters.
• Attended court proceedings to observe experienced attorneys at work and gain practical insights into diverse aspects of litigation practice.