Open to opportunities

sophian abughrara

@sophianabughrara

Message

Dedicated team leader with extensive customer service experience.

Malta

Message

What I'm looking for

I am looking for a role that challenges me and allows for professional growth, within a supportive team environment.

I am a dedicated professional with a strong background in customer service and team leadership. My journey began as a Call Centre Agent at Centrecom, where I honed my skills in managing customer inquiries and providing exceptional service. Over the years, I progressed to roles such as Senior Agent and Accredited Senior Agent, where I developed my leadership abilities by coaching and mentoring team members, ensuring that we consistently met our performance targets.

Currently, I serve as a Team Leader at Vittoria Services, where I manage a skilled team responsible for handling complex customer escalations and security concerns. My focus is on delivering outstanding service while maintaining high standards of security and operational efficiency. I take pride in my ability to motivate my team and foster a collaborative environment that encourages growth and excellence.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Vittoria Services

Mar 2024 - Present (1 year 3 months)

Managed a team of agents, focusing on complex customer escalations and security concerns while delivering coaching and training.

Team Management Leadership Coaching Customer Service Problem Solving Communication Security Management Time Management

Customer Solution

Vittoria Services

Dec 2023 - Mar 2024 (3 months)

Handled escalated interactions and security-related tasks, serving as a primary point of escalation for customer issues.

Customer Service Problem Solving Security Management Communication Time Management

Inbound Concierge

Vittoria Services

Jul 2023 - Dec 2023 (5 months)

Managed bonus requests and resolved gambling-related issues for elite players, ensuring high customer satisfaction.

Customer Service Communication Problem Solving Time Management Multitasking

Customer Service Representative

Vittoria Services

Jun 2023 - Jul 2023 (1 month)

Assisted customers with sports bets and account inquiries through emails and live chats, ensuring a smooth customer experience.

Customer Service Communication Problem Solving Time Management Multitasking

Claims Handler Assistant

Mapfre Middlesea

Apr 2023 - Jun 2023 (2 months)

Verified claim information and managed data entry while communicating effectively with clients and stakeholders.

Claims Management Data Entry Communication Document Management Problem Solving Time Management

Accredited Senior Agent

Centrecom (Inland Revenue Department)

Apr 2022 - Apr 2023 (11 months)

Provided exceptional customer service and managed a team, focusing on performance and customer satisfaction.

Customer Service Team Management Leadership Coaching Problem Solving Communication Time Management

Senior Agent

Centrecom (Inland Revenue Department)

Apr 2022 - Apr 2022 (0 months)

Managed complex customer inquiries and coached junior agents. Developed leadership skills and ensured team performance met targets.

Customer Service Team Management Leadership Coaching Problem Solving Communication Time Management

Call Centre Agent

Centrecom (Inland Revenue Department)

May 2020 - Apr 2022 (1 year 11 months)

Handled customer inquiries via phone, email, and live chat, providing excellent customer service and resolving issues efficiently. Proficient in call center software and CRM tools.