Looking for a job

Donea Sarah

@doneasarah

Message

I lead contact center operations that improve customer satisfaction, quality, and service delivery.

Pakistan

Message

What I'm looking for

I'm looking to lead customer experience, contact center, quality, or customer success operations where I can improve CSAT, coach teams, strengthen compliance, and drive service improvements across multicultural markets.

I'm leading daily contact center operations at Getz Pharma, coaching customer service representatives, tracking KPIs, SLA adherence, and CSAT, and resolving complex customer escalations. Previously, I supported Walmart customer operations through ibex., managing service delivery across payments, complaints, orders, and deliveries for 500+ international customers daily.

Across Pakistan, the UAE, the UK, and the USA, I've built quality monitoring programs, improved support satisfaction scores by 15%, maintained 100% audit compliance, and strengthened customer experiences through Salesforce, Zendesk, Genesys, coaching, and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Lead

Current

Getz Pharma

Jan 2026 - Present (8 months)

Lead daily contact center operations, ensuring compliance, quality, and service excellence. Manage a team of representatives, track KPIs, and handle escalations.

Salesforce Zendesk Genesys Quality Assurance Team Leadership Performance Monitoring Conflict Resolution Process Improvement

Contact Center Lead Operations

Walmart

Sep 2020 - Dec 2025 (5 years 3 months)

Managed and coached customer service agents supporting the Walmart account, with a strong focus on CSAT, QA, and KPI performance. Analyzed quality and customer satisfaction metrics, identified performance gaps, delivered targeted coaching, and implemented improvement initiatives to enhance service quality, compliance, and overall customer experience