Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic

Mariem Abdallah

Call Center Team Leader
Cairo

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

17
17
years of professional experience
2
2
Certifications
4
4
Languages

Work History

Technical Support Agents

NeoSoft
03.2024 - Current
  • Walked individuals through basic troubleshooting tasks.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Resolved complex technical issues for better client experience and smoother operations.
  • Engaged in continuous learning of emerging technologies and tools relevant to support operations, improving personal skill set and team capabilities.

Team Leader FR-AD

Raya Contact Center, RCC
08.2021 - 02.2024
  • Led team in executing daily operational tasks to ensure efficient workflow and meet project deadlines.
  • Trained new staff on safety protocols and standard operating procedures, fostering a culture of compliance and teamwork.
  • Assisted in monitoring inventory levels and restocking supplies to maintain optimal operational efficiency.
  • Conducted regular safety checks to maintain a safe working environment for all team members.
  • Implemented effective communication strategies within the team to enhance collaboration and information sharing.
  • Maintained accurate records of daily activities, contributing to operational transparency and accountability within the team.
  • Participated in performance feedback sessions with supervisors to identify areas for personal development and team improvement.
  • Collaborated with team members to troubleshoot equipment issues, ensuring minimal disruption to production schedules.

Technical Support Agents

Concentrix
02.2019 - 09.2019
  • Provided technical support for customers via phone, email, and chat, resolving issues related to software applications and hardware configurations.
  • Utilized ticketing systems to document and track customer interactions, ensuring timely follow-up and resolution of reported issues.
  • Assisted in the development of knowledge base articles, enhancing team resources for common troubleshooting scenarios and improving response times.
  • Conducted training sessions for new staff on internal systems and customer service protocols, fostering a collaborative work environment.
  • Analyzed recurring technical issues to identify trends and recommend process improvements that enhanced overall customer satisfaction.
  • Collaborated with cross-functional teams to escalate complex technical problems, ensuring prompt resolution and maintaining service level agreements.
  • Monitored performance metrics to maintain high-quality standards in customer interactions, contributing to overall operational efficiency.

Technical and Sales Manager

Tunisian Calibration and Testing Laboratory LT2E
02.2014 - 09.2018
  • Developed and implemented sales strategies that increased market share and improved customer retention through targeted outreach and relationship management.
  • Conducted regular training sessions for team members to enhance product knowledge and sales techniques, resulting in improved customer interactions.
  • Analyzed sales data to identify trends and adjust tactics, leading to more effective inventory management and reduced stock discrepancies.
  • Collaborated with marketing teams to create promotional campaigns that aligned with sales objectives, driving engagement and increasing lead generation.
  • Managed key accounts by establishing strong relationships with clients, addressing their needs proactively, and ensuring high levels of satisfaction.
  • Facilitated weekly meetings to review performance metrics, set goals, and strategize on overcoming challenges faced by the sales team.

Production Planner

CWT Jeans Textile
01.2012 - 01.2014
  • Developed and maintained production schedules to ensure optimal workflow and timely delivery of products.
  • Collaborated with procurement and manufacturing teams to identify material requirements, reducing excess inventory by 15%.
  • Utilized ERP systems for tracking production progress, enabling real-time adjustments to schedules based on capacity and demand fluctuations.
  • Analyzed production data to identify bottlenecks in workflows, implementing process improvements that enhanced efficiency by streamlining task assignments.
  • Trained new staff on production planning procedures and software tools, fostering a knowledgeable team capable of meeting operational goals.

Production Planner

Printing and Graphic Arts
08.2008 - 12.2011
  • Coordinated with cross-functional teams to align production plans with sales forecasts, achieving a consistent on-time delivery rate exceeding 95%.
  • Conducted regular inventory audits and reconciled discrepancies, ensuring accurate stock levels for uninterrupted production operations.
  • Led initiatives for continuous improvement in planning processes, resulting in reduced lead times and increased responsiveness to customer needs.
  • Coordinated material procurement efforts, ensuring on-time availability of components for uninterrupted production cycles.

Education

Training Diploma For Young Social Entrepreneurs - The Academy of Young Social Entrepreneurs

Malopoloska (MTO Educational Society
Nowy Sacz (Poland)
04.2001 -

Bachelor of Science - Assistant Engineer in Industrial/electromechanical

ISET Higher Institute of Technological Studies
Jendouba
04.2001 -

High School Diploma -

Bousalem High Schools
Bousalem
04.2001 -

Skills

Remote support

Incident reporting

Telecommunications

Backup solutions

Hardware diagnostics

Team supervision

Teamwork and collaboration

Work planning

Team motivation

Problem-solving

Mentoring

Quality improvement

Documentation and reporting

People management

Client service

Coaching

Team building

Employee evaluation

Performance improvement

Technical support

Work Planning and Prioritization

Software

Microsoft Office

Excel

Corel

SAGE

(BQualipro

Bumicom

QMS

Oscar (amadios)

Certification

[Leadership skills training for youth NGOs] Training - [2 moth] Hence the training is carried out within the framework of the “Poland-Tunisia – support for the development of civil society” project.

Timeline

Technical Support Agents

NeoSoft
03.2024 - Current

Team Leader FR-AD

Raya Contact Center, RCC
08.2021 - 02.2024

Technical Support Agents

Concentrix
02.2019 - 09.2019

Technical and Sales Manager

Tunisian Calibration and Testing Laboratory LT2E
02.2014 - 09.2018

[Leadership skills training for youth NGOs] Training - [2 moth] Hence the training is carried out within the framework of the “Poland-Tunisia – support for the development of civil society” project.

03-2012

Production Planner

CWT Jeans Textile
01.2012 - 01.2014

Leadership trainer certificate from JCI ENIT (young international economics from the engineering faculty of Tunis)

04-2011

Production Planner

Printing and Graphic Arts
08.2008 - 12.2011

Training Diploma For Young Social Entrepreneurs - The Academy of Young Social Entrepreneurs

Malopoloska (MTO Educational Society
04.2001 -

Bachelor of Science - Assistant Engineer in Industrial/electromechanical

ISET Higher Institute of Technological Studies
04.2001 -

High School Diploma -

Bousalem High Schools
04.2001 -

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Mariem AbdallahCall Center Team Leader