Rouanne Adel
Alexandria,Miami
Overview
10
10
years of professional experience
2
2
Languages
Work History
VQA-virtual Quality Assist
AT&T Mobility
07.2024 - Current
- Monituring the services provided by the agents in a regular basis,and providing feedbacks according to rules and policies.
- Driving performance and minimizing the violations.
- Validating the floor sales.
- Sending updates.
- Handling compliance.
Escalations Manager
AT&T Mobility
03.2024 - 05.2024
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Reduced resolution times by establishing clear communication with the customers.
- Spearheaded initiatives aimed at improving the overall reputation of the company by consistently delivering exceptional customer support during high-pressure situations.
SME
AT&T Mobility
03.2022 - 05.2022
- Provided knowledge throughout the day and supported the teams on the floor.
- I Engaged with teams to enhance their performances on the calls and to boost their sales.
- i worked on driving performance and to side by side with the agents to guarantee they provide all help and support to the customers ,while having a roadmap illustrating how a successful conversation should play out.
- Continually pursued professional development opportunities to make sure agents are providing the best quality of support on the calls and to stay current with the trending issues customers are facing.
Customer Care Representative
Vodafone UK
10.2019 - 03.2022
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
French Teacher
Canadian Kids Camp
01.2015 - 01.2019
Education
Bachelor Of Literature - French Literature
Religieuses Fransiscaines
Alexandria 09.2022
Timeline
VQA-virtual Quality Assist
AT&T Mobility
07.2024 - Current
Escalations Manager
AT&T Mobility
03.2024 - 05.2024
SME
AT&T Mobility
03.2022 - 05.2022
Customer Care Representative
Vodafone UK
10.2019 - 03.2022
French Teacher
Canadian Kids Camp
01.2015 - 01.2019
Bachelor Of Literature - French Literature
Religieuses Fransiscaines
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