Habiba Gaafar
Cairo
Summary
Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training, and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Sutherland Global Service
10.2024 - 10.2025
- Analyzed complex customer issues, providing expert guidance that improved resolution times and customer satisfaction.
- Developed and implemented training materials for new hires, enhancing their understanding of operational processes.
- Collaborated with cross-functional teams to identify process improvements, leading to streamlined operations and increased efficiency.
- Conducted regular knowledge-sharing sessions, fostering a culture of continuous learning and expertise within the team.
- Assisted in the onboarding process for new team members, ensuring a smooth transition and integration into the team.
Call Center Representative
Sutherland Global Service
11.2023 - 10.2024
- Managed high-volume inbound calls, providing accurate information to enhance customer satisfaction and retention.
- Resolved customer inquiries efficiently, demonstrating strong problem-solving skills while maintaining a positive rapport.
- Utilized CRM software to track customer interactions, ensuring timely follow-ups and seamless service delivery.
- Collaborated with team members to improve call handling processes, resulting in enhanced workflow efficiency.
Subject Matter Expert
Concentrix
10.2022 - 08.2023
- Supported the development of policy documentation, ensuring compliance with industry standards and best practices.
- Mentored junior team members, contributing to their professional growth and development.
Call Center Representative
Concentrix
05.2022 - 10.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Coordinator
Benayat Masr
11.2021 - 04.2022
- Coordinated project timelines and team schedules to enhance workflow efficiency and ensure timely completion of initiatives.
- Developed and implemented process improvements that streamlined communication across departments, increasing overall team collaboration.
- Managed logistical arrangements for events, ensuring seamless execution and a high level of participant satisfaction.
- Analyzed project performance metrics to identify areas for improvement, leading to enhanced operational effectiveness and resource allocation.
- Monitored project budgets and resource utilization to identify discrepancies, contributing to improved financial oversight and accountability.
- Reduced expenses for office supplies by negotiating contracts with suppliers, achieving cost savings without compromising on quality.
Call Center Representative
Deals Outsourcing
06.2019 - 05.2020
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Bachelor's Degree - Electrical, Electronics And Communications Engineering
Al Shorouk Academy
El Shorouk, Egypt 04.2001 -
Skills
Customer issue analysis
Resolution improvement
Training material development
Cross-functional collaboration
Process improvement
Knowledge sharing
Inbound call management
Call handling efficiency
Escalation resolution
Timeline
Subject Matter Expert
Sutherland Global Service
10.2024 - 10.2025
Call Center Representative
Sutherland Global Service
11.2023 - 10.2024
Subject Matter Expert
Concentrix
10.2022 - 08.2023
Call Center Representative
Concentrix
05.2022 - 10.2022
Coordinator
Benayat Masr
11.2021 - 04.2022
Call Center Representative
Deals Outsourcing
06.2019 - 05.2020
Bachelor's Degree - Electrical, Electronics And Communications Engineering
Al Shorouk Academy
04.2001 -