Fatma Ahmed

Designed and implemented comprehensive quality assurance frameworks, policies, and standards across call center, sales, and customer care departments. Monitored and assessed team performance, conducting regular audits, quality checks, and performance evaluations to ensure adherence to service standards and operational goals.

Supervised daily operations to maximize revenue, customer satisfaction, and employee productivity. Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

Monitored, evaluated, and audited a sampling of inbound and/or outbound calls to ensure quality standards. Performed root cause analysis to identify and resolve defects, improving overall quality standards and reporting repeated issues to relevant departments.

Analyzed data to identify root causes of problems and recommend corrective actions, demonstrating strong experience in business analysis, requirements gathering, and process improvement. Proficiently documented and communicated business requirements to stakeholders and cross-functional teams.

Supervised team members to confirm compliance with set procedures and quality requirements, building strong relationships with customers through positive attitude and attentive response. Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Helped create and update reports to provide insights on quality errors and customer experience improvements. Performed root cause analysis to identify issues and solutions, providing insights to Team Leads and CommOps Managers.

Delivered high-quality service across multiple support platforms, including email, solving problems and addressing unsatisfactory experiences. Triggered and escalated issues when necessary, and trained three interns on customer service and office procedures.

Evaluated students’ abilities and grasp of the English language, keeping appropriate records and preparing progress reports. Developed lesson plans and adapted curriculum to meet individual needs of students, assigning books and other materials to improve reading comprehension.

Prepared comprehensive English curriculum for multiple classes and planned dynamic lessons to increase student comprehension of books and literary concepts. Assessed student progress and provided feedback to improve performance and establish academic success.

Studied English Language and Literature at Suez Canal University from September 2012 to August 2016. The curriculum focused on comprehensive English studies.

Completed a program in Fundamentals of Management at the University of California Irvine in March 2021. This program provided foundational knowledge in management principles.