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Grace Anthony

@graceanthony1

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Team Leader in customer experience and technical training who improved AHT by 15% and CSAT by 10% at Centro.

Egypt

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What I'm looking for

I’m seeking a Team Leader position where I can supervise remote operations, coach and develop teams, and contribute to operational growth and target achievement.

At Centro, I worked as a Senior Technical Trainer and Coach, directly managing and supervising junior trainers and trainee cohorts through onboarding and live execution.

That work drove a 15% reduction in Average Handling Time and a 10% boost in CSAT scores within one year.

Across customer experience, outbound sales, and quality management, I’ve tracked KPIs through CRM platforms, identified performance gaps, and delivered daily coaching.

I’m certified in Train the Trainer and am ready to work as a global remote contractor, supporting distributed teams through onboarding and live operations.

Experience

Work history, roles, and key accomplishments

Senior Technical Trainer & Training Coach

Centro

Jan 2025 - Jan 2026 (1 year)

Delivered onboarding and refresher training to 25+ batches of new hires across customer support, outbound sales, and lead qualification. Achieved 15% reduction in AHT and 10% boost in CSAT within one year.

Training Onboarding Train The Trainer (TTT)Quality Assurance AHT CSAT Improvement CRM Performance Analytics virtual training

AI Data Trainer

Outlier AI

Jan 2024 - Jan 2026 (2 years)

Evaluated generative AI text outputs for accuracy, linguistic precision, context relevance, and clarity. Provided annotations and qualitative feedback to improve model accuracy under tight turnarounds.

AI Evaluation Annotations Written feedback Language Precision Quality Assurance

Customer Service Representative

Centro

Jan 2023 - Jan 2025 (2 years)

Delivered multichannel support (voice, email, chat) alongside targeted cold calling, lead qualification, and outbound sales. Consistently met CSAT and AHT performance metrics while managing complex escalations.

Customer Service Cold Calling Lead Qualification Outbound Sales CSAT AHT Escalation Management

Sales Agent / Cold Caller & Customer Support

Talabat

Jan 2020 - Jan 2023 (3 years)

Executed high-volume outbound cold calls to promote services, qualify interest, and convert sales opportunities into orders. Handled fast-paced inbound inquiries and performed verification callbacks to ensure order accuracy.

Cold Calling Outbound Sales Lead Qualification Customer Support Order Accuracy Inquiries Handling

Senior Technical Trainer and Coach

Centro

Managed and supervised junior trainers and trainee cohorts through onboarding and live execution, driving a 15% reduction in Average Handling Time and a 10% boost in CSAT scores within one year.

Training Coaching Onboarding Performance Monitoring CRM KPI Monitoring Customer Experience Technical Training