At Great Place to Work, I achieved 95% client retention through structured onboarding, adoption, and engagement programs. I also increased customer engagement scores by 18% and reduced churn risk by 12% using performance reviews, customer behavior trends, and timely action plans.
At Xfinity, I directed multi-site customer experience operations across Egypt and India, overseeing 4 managers, 40+ team leaders, and 890 agents. Service quality and agent performance initiatives increased NPS by 33 points and CSAT by 10%.
At AT&T, I led sales and customer support teams as an Associate Manager, reaching 120% of revenue targets and increasing upsell rates by 22%. Earlier, as a Quality Analyst, I conducted quality evaluations and created dashboards and reports that helped improve sales compliance by 14% and reduce repeat errors by 9%.
I also created and currently manage First Timers, an online community for people to discover interests and try new experiences. I use Circle to organize the community and support member interaction, alongside my work in customer success and data analytics.
