Kagarei Rui
@kagareirui
Team manager and SME specializing in technical support, coaching, and escalation management.
What I'm looking for
I am a Team Manager and Subject Matter Expert with a background in technical support and back-office operations, focused on driving team performance through coaching, clear communication, and structured problem-solving.
I have led teams to meet KPIs and quality targets by tracking performance metrics (AHT, FCR, productivity) and providing real-time support for complex or edge cases.
My hands-on experience includes escalation handling, knowledge transfer, quality monitoring, data accuracy, and administrative process improvements that streamline customer service operations.
I am fluent in English and Arabic, with working knowledge of French and German, and I prioritize coaching, documentation, and collaboration with cross-functional teams to ensure high-quality customer outcomes.
Experience
Work history, roles, and key accomplishments
Back Office Associate
Foundever
Jan 2023 - Present (3 years)
Managed administrative and operational tasks to support customer service teams, ensured accurate data entry and documentation, and collaborated with technical teams to improve internal processes.
Subject Matter Expert
Foundever
Jan 2023 - Present (3 years)
Provided real-time support for complex and edge-case customer issues, guided escalations, ensured correct troubleshooting and policy adherence, and delivered training and knowledge updates.
Team Manager
Foundever
Jan 2023 - Jan 2025 (2 years)
Tracked team performance and KPIs, coached agents through feedback, call/ticket reviews and action plans, and handled escalations to ensure policy compliance and target attainment.
Technical Support Specialist
Foundever
Jan 2022 - Jan 2023 (1 year)
Provided technical assistance to customers, resolved product and service issues, guided clients through troubleshooting steps, and maintained detailed records of interactions and solutions.
Education
Degrees, certifications, and relevant coursework
Mohammed V University
Diploma, Social Team Management
2020 - 2023
Diploma in Social Team Management focused on technical support, escalation handling, and team coaching completed between 2020 and 2023.
Availability
Location
Authorized to work in
Job categories
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