aya elawamy

I'm currently improving customer interactions at Foundever as a Quality Coach and Quality Analyst, monitoring quality, evaluating customer contacts, and coaching agents to strengthen performance.

I identify performance gaps and training opportunities through audits, participate in calibration sessions, and analyze trends that improve customer experience. My work combines quality monitoring, root cause analysis, compliance, reporting, and process improvement.

At Sykes, I've provided phone and email technical support for international customers since 2020. I diagnose and resolve technical issues through structured troubleshooting, handle complaints, coordinate escalations, and use root cause analysis to improve resolution efficiency.

I've also supported booking changes and ticket refunds at Travix, and developed customer engagement experience through marketing and sales roles. I bring fluent English and native Arabic communication skills, along with a genuine interest in languages and cultural exploration.