At Concentrix, I lead and support agents working toward timely, accurate case resolution. I monitor operational KPIs and share performance insights and improvement plans with management.
I use Root Cause Analysis and the 5 Whys to investigate recurring errors, and I deliver coaching based on performance data and quality reviews.
Before becoming Team Leader – Operations, I was a Subject Matter Expert at Concentrix, guiding agents on processes and assisting with complex or escalated cases. I also supported onboarding and shared process improvement recommendations.
As a Customer Service Advisor at Concentrix, I managed customer cases, reviewed documentation, and worked with internal departments on complex issues. I hold a Bachelor’s Degree in Translation Studies from Yarmouk University and am pursuing a Master’s Degree in Translation Studies there.
