Basma El Zallat

Leading and managing a team of agents handling inbound and outbound sales campaigns, while also supporting customer care and query resolution.
• Driving team performance to meet and exceed sales targets, conversion rates, and customer satisfaction KPIs.
• Monitoring live operations, handling escalations, and ensuring smooth day-to-day workflow and resource planning.
• Providing real-time coaching and performance feedback to improve individual and team effectiveness.
• Analyzing sales performance reports, call quality metrics, and customer feedback to identify improvement opportunities.
• Collaborating with quality, training, and workforce teams to align on business goals and implement process enhancements.
• Supporting team members in resolving complex customer issues and ensuring first contact resolution (FCR).
• Conducting regular team meetings, one-to-one sessions, and motivational activities to maintain high engagement and morale.
• Ensuring compliance with internal policies, sales procedures, and regulatory standards

Leading & mentoring a team of quality specialists supporting customer care including technical support , sales & compliance departments

• Ensuring consistent execution of internal quality processes across multiple lines of business
• Coordinating closely with operation managers and client stakeholders to identify gaps and drive performance improvements
• Monitoring quality KPIs, analyzing trends, and generating actionable insights for process optimization.
• Conducting quality calibration sessions, regular audits, and root-cause analyses to ensure alignment with client expectations and compliance standards.
• Designing and delivering quality training sessions, feedback loops, and best practice sharing to upskill team members.
  Managing performance dashboards, quality reports, and weekly business reviews for internal and external stakeholders.
• Supporting in handling escalations and providing quality insights for case resolution and customer satisfaction improvement.
  
• Participating in new process transitions, tool implementations, and pilot testing to ensure smooth integration into existing workflows

• Company Overview: Vodafone is a multinational telecommunications company providing a range of services including mobile and fixed-line communications.
• Monitor Inbound & outbound calls & inbound chats, evaluated agents performance concerning the quality of service offered through all channels.
• Provide clear insight into performance drivers and the levers which impact performance.
• Manage auditing reports for telesales activities and giving recommendations for process improvements based on the customer's feedback.
• Design quality rules and guidelines to achieve the highest performances with team managers.
• Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
• Conduct coaching sessions with telesales agents to improve the performance, deliver feedback and followup on performance.
• Conduct induction with new hires walking them through the quality rules, perspectives and sales techniques.
• Compile and track performance on a team and individual level.
• Achieving a monthly quota to be delivered each week to sales operation management including ( all sales campaigns scores / sessions/ inductions & all related activities).
• Handle tasks resolving tools issues, quota distribution, organizing meetings, data analysis when needed.
• Vodafone is a multinational telecommunications company providing a range of services including mobile and fixed-line communications.

• Company Overview: Vodafone is a multinational telecommunications company providing a range of services including mobile and fixed-line communications.
• Managed outbound cold & Inbound sales calls.
• Delegation by the team manager to ensure daily shift call quotas and set targets are achieved among sales teams.
• Conduct research to identify solutions and answers to difficult client issues.
• Provide periodic reports to company management on work activities.
• Training of new comers and delivering full knowledge and sales techniques.
• Vodafone is a multinational telecommunications company providing a range of services including mobile and fixed-line communications.

• Company Overview: Vodafone is a multinational telecommunications company providing a range of services including mobile and fixed-line communications.
• Received inbound calls & handled billing & technical queries.
• Joined 'Platinum team' handling VIP customers delivering the best customer's experience.
• Delegation by the operation manager to monitor the whole queue when it comes to achieving service level, agents adherence along with RTM team.
• Joined Customer Experience team where I handled escalations & detractors via letters, email, inbound & outbound calls.
• Vodafone is a multinational telecommunications company providing a range of services including mobile and fixed-line communications.