Sama Al Ashry
Cairo,C
Summary
Results-driven Contact Center Supervisor known for maintaining high productivity and efficiently completing tasks. Specialized skills include team leadership, conflict resolution, and performance analysis to streamline operations and enhance customer service quality. Excel in communication, problem-solving, and time management, ensuring smooth operation of contact center activities and fostering positive work environment.
Overview
4
4
years of professional experience
Work History
Contact Center Supervisor
Teleperformance Egypt
Cairo
12.2023 - Current
- Oversaw daily operations of the contact center, including staff scheduling and customer service.
- Monitored team performance and provided coaching to ensure adherence to company guidelines and quality standards.
- Developed strategies for improving customer experience, resolving complaints, and increasing customer satisfaction scores.
- Analyzed call center data to identify areas of improvement in service delivery and productivity.
- Maintained a high level of professionalism among team members while providing guidance on how to handle challenging customer interactions.
- Conducted regular team meetings to discuss progress, successes, challenges, and opportunities for growth.
- Implemented new processes and procedures that improved overall efficiency of the contact center.
- Tracked key metrics such as average handling time and first call resolution.
- Provided feedback on agent performance through one-on-one sessions or group training sessions.
- Performed root cause analysis on recurring issues to develop solutions that would improve customer experience.
Subject Matter Expert
Teleperformance Egypt
Cairo
07.2021 - 12.2023
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Conducted market research and analysis to identify industry trends and customer requirements.
- Investigated and resolved escalated customer inquiries in a timely manner.
Customer Service Representative
Teleperformance Egypt
Cairo
12.2020 - 07.2021
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided company users with tech support for IT problems and account maintenance.
- Demonstrated product features and benefits for customers' needs.
Education
Bachelor Degree - Foreign Languages And Translation
Misr University For Science And Technology
Cairo07-2020
Skills
- Strong leadership
- Workforce Management
- Compliance knowledge
- Call Monitoring
- Employee engagement
- Quality control optimization
- Employee Motivation
- Reporting skills
- Technical Support
- Quality Assurance
- Coaching and Mentoring
- Process Improvement
- Data Analysis
Accomplishments
- Top Ranking Agent of the Month June 2021
- Best Subject Matter Expert November 2022
- Star Team as a Supervisor (February, April) 2024
Languages
Arabic
First Language
English
Proficient (C2)
C2
Timeline
Contact Center Supervisor
Teleperformance Egypt
12.2023 - Current
Subject Matter Expert
Teleperformance Egypt
07.2021 - 12.2023
Customer Service Representative
Teleperformance Egypt
12.2020 - 07.2021
Bachelor Degree - Foreign Languages And Translation
Misr University For Science And Technology
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