Uma User
@umauser
Proactive team leader with a passion for customer service excellence.
MoroccoWhat I'm looking for
I am a proactive and passionate professional with a keen eye for detail and a drive for excellence. My career has been defined by my ability to lead teams effectively and enhance customer satisfaction through creativity and rigorous thinking. Currently, I serve as a Team Leader at Majorel, where I lead a team of customer care agents, ensuring efficient daily operations and providing training and mentorship to enhance team performance.
Throughout my career, I have consistently focused on delivering high-quality customer service. My experience as a Customer Care Agent at Majorel and other organizations has equipped me with the skills to address and resolve customer inquiries promptly and effectively. I take pride in my ability to manage escalated customer issues with a focus on swift resolution, fostering a collaborative team environment that drives high customer satisfaction.
Experience
Work history, roles, and key accomplishments
Team Leader
Majorel
Jan 2023 - Present (3 years 5 months)
Lead a team of customer care agents, ensuring efficient daily operations. Provided training and mentorship to enhance team performance. Managed escalated customer issues with a focus on swift resolution and monitored key performance indicators.
Customer Care Agent
Majorel
Feb 2021 - Jan 2023 (1 year 11 months)
Addressed and resolved customer inquiries promptly and effectively, delivering high-quality customer service while maintaining a high satisfaction rate. Contributed to process improvements to enhance service delivery.
Customer Care Agent
John Paul
Jan 2017 - Jan 2018 (1 year)
Communicated with customers via email, phone, and social media. Identified customer needs and ensured follow-up and resolution of issues while maintaining detailed records of interactions.
Directory Assistance Operator
118218
Jan 2016 - Jan 2017 (1 year)
Provided accurate and timely directory information to callers, assisting with locating local and long-distance phone numbers and ensuring a high level of accuracy and customer satisfaction.
Customer Care Agent
Phone Group
Mar 2014 - Mar 2015 (1 year)
Responded to client inquiries and handled phone requests efficiently, providing information and assistance based on client needs while maintaining a courteous and professional demeanor.
Education
Degrees, certifications, and relevant coursework
French School for Technical Studies
International Marketing
2013 - 2016
Tech stack
Software and tools used professionally
Availability
Location
MoroccoAuthorized to work in
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