Open to opportunities

Sarah Alyi

@sarahalyi

Message

Operations-focused customer service leader driving KPI improvements and agent development.

Egypt

Message

What I'm looking for

I seek a role where I can lead operations or customer experience teams, improve KPIs through data-driven coaching, and develop agent training programs within a collaborative culture.

I am an operations supervisor with hands-on experience in customer care, quality assurance, and workforce development acquired at Teleperformance.

I supported trainees during their transition to operations, designed development and incentive programs, and conducted analyses to drive KPI performance and execute improvement plans.

Earlier roles as a Subject Matter Expert and Customer Care Specialist gave me deep product knowledge, escalation management experience, and frontline troubleshooting skills for smart devices and financial inquiries.

I communicate fluently in Arabic and English, apply strategic thinking and leadership to team management, and participate in audits to ensure client and stakeholder alignment.

Experience

Work history, roles, and key accomplishments

Current

Operations Supervisor

Current

Teleperformance

Jan 2024 - Present (2 years)

Supported trainees' transition to operations, drove KPI performance through analysis and improvement plans, and created development and incentive programs while coordinating updates with clients and stakeholders.

Performance Analysis KPI Tracking Coaching Program Development Team Management Microsoft Office

Subject Matter Expert

Teleperformance

Jan 2023 - Jan 2024 (1 year)

Assisted technical support agents with inquiries, conducted briefings and performance tracking, handled escalations, and maintained high product knowledge to improve support outcomes.

Technical Support Coaching Performance Tracking Escalations Product Knowledge Briefings Communication

Customer Care Specialist

Teleperformance

Sep 2022 - Jan 2023 (4 months)

Provided voice-channel troubleshooting for smart devices, handled financial service inquiries, escalated complex issues to technical teams, and maintained high customer satisfaction.