noura mohsen

Performed data annotation and LLM training tasks by evaluating and labeling AI-generated outputs to improve model performance. Worked as a page and AI response quality evaluator (including Outlier.ai) assessing factual accuracy, tone, and usefulness.

Serves as the final escalation point for customers requesting to cancel broadband, landline, and mobile services, achieving a consistent ~90% retention rate through personalised deal negotiation. Handles 30+ inbound calls per day in a high-volume environment.

Progressed from Telesales Representative to Quality Analyst and then Team Leader within 3 years, leading a team of 16–18 agents. As QA, monitored and evaluated calls/interactions, delivered structured feedback, maintained team KPIs, and contributed to process improvement initiatives.

Sourced, screened, and interviewed candidates for customer service and BPO roles. Managed the end-to-end recruitment process including job postings, candidate shortlisting, and coordination with hiring managers.

Promoted within the same account from Customer Service Representative (chat) to Subject Matter Expert. Managed knowledge base queries from agents, handled escalated manager calls, produced managerial reports, and handled up to 5 simultaneous live chats during peak periods.

Delivered email and chat support to English-speaking UAE customers for mobile, broadband, and landline services. Resolved technical issues to support high customer satisfaction scores.

Provided freelance onboarding and soft-skills training sessions for DME startup companies.

Provided real-time English–Arabic interpretation for clients across live calls. Maintained pace with native speakers to ensure accurate, real-time comprehension.

Studied foreign languages and translation in the English department at Misr University for Science and Technology.

Completed secondary education (Thanaweyya Amma) at Ahmed Maher Language School in Cairo.