Safy Muhammed

• As DSL team manager handling MENA region managing 20-30 agent in a B2B department im responsible for the below:
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

As part of Concentrix, I worked on the Expedia account, where I gained extensive experience in team management and operations. My key qualifications and responsibilities included:

• Proficient in (GDS).
• Experienced in using CRM platforms, particularly Salesforce.
• Assessed employee performance, providing coaching and training that improved work quality and boosted team motivation.
• Played a key role in launching a new line of business (LOB), leading agents to meet new client metrics and holding KPIs such as payroll, Net Promoter Score (NPS), and account shrinkage.
• Managed client relations during the launch of two new sites in Vietnam and India. I handled all client requests, including assigning and overseeing training, interviewing team manager candidates, and tracking key metrics over the first three months to ensure targets were met.

• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.

• Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
• Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
• Educated employees on specific QA standards and confirmed maintenance of standards.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.