Rana Elniny
QA Assistant Manager
Cairo
Summary
Experienced QA Assistant manager with over 4 years of experience in call center industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
3
3
Languages
Work History
QA/QC Assistant Manager
Logical Technology Solutions (Outsourcing Company)
Cairo
04.2021 - Current
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
- Led a team of 5 QA analysts, insuring the accuracy and efficiency across all the company's department.
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Led projects and analyzed data to identify opportunities for improvement.
- Trained new personnel regarding company operations, policies and guidelines.
- Participated in team-building activities to enhance working relationships.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Increased customer satisfaction by resolving issues.
- Maintained excellent attendance record, consistently arriving to work on time.
Customer Support Team Leader
Logical Technology Solutions (Outsourcing Company)
Cairo
04.2020 - 03.2021
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Maximized productivity by supervising, mentoring and scheduling team of 22 customer support personnel to meet organizational and operational objectives.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper supervisors when standard processes were not effective.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
IT Support Agent
Logical Technology Solutions (Outsourcing Company)
Cairo
08.2018 - 03.2020
- Improved operations through consistent hard work and dedication.
- Worked with customers to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Resolved problems, improved operations and provided exceptional service.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in team-building activities to enhance working relationships.
Education
Bachelor of Arts - English And Korean Languages
Al-Alsun Ain Shams University
Cairo, Egypt 04.2001 -
Skills
English (Written - Spoken)
Additional Information
Willing to relocate immediately
Certification
Train the trainer
Timeline
QA/QC Assistant Manager
Logical Technology Solutions (Outsourcing Company)
04.2021 - Current
Train the trainer
10-2020
Customer Support Team Leader
Logical Technology Solutions (Outsourcing Company)
04.2020 - 03.2021
IT Support Agent
Logical Technology Solutions (Outsourcing Company)
08.2018 - 03.2020
Bachelor of Arts - English And Korean Languages
Al-Alsun Ain Shams University
04.2001 -
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