Islam Tawfiq
Dubai,United Arab Emirates
Summary
10+ Years of experience in customer care within different fields, skilled in training staff and leadership. Accuracy-driven Quality Assurance Auditor with 6 years of experience.
Since numbers measure success, I can proudly say that I have always been a result-oriented professional, hitting all my targets everywhere I worked.
Overview
10
10
years of professional experience
3
3
Certification
Work History
Quality Assurance
6th Street- Apparel Group
Dubai
01.2023 - Current
- Monitor, evaluate, and audit a sampling of inbound and/ outbound calls, and other contact methods including chat & email, and SM.
- Creates scripts for customer interactions across all touchpoints to help the team deal with customers in a customer-focused approach.
- Ensure the team’s product knowledge is up to date by creating quizzes on a monthly basis and identifying training gaps.
- Leading a team of over 20 agents, focusing on continuously enhancing performance scores to surpass 90%.
Sr. Quality Analyst
Hexaware Technologies
Dubai
02.2019 - 09.2022
- Conducts interaction monitoring across different customer touchpoints to assess the quality of the interaction and its alignment to the desired customer experience allowing the line manager to identify performance gaps and to address them with various learning tools.
- Prepare reports capturing service quality trends and variances for the team/department.
- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
Call Center Representative
VFS Global
Dubai
02.2017 - 02.2019
- Assisting applicants over the telephone to understand the visa regulation and procedures.
- Supported TL in improving operations and resolving issues to deliver top-notch customer service.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
Account Advisor
Raya Contact Center (Etisalat UAE)
Egypt
04.2016 - 09.2016
- Account Advisor in Tier 2 (Complain Billing Department)
- Solving all customer's complaints about billing and finance issues.
Call Center Team Leader
Americana Group
Sharjah
04.2014 - 04.2016
- Monitoring team performance.
- Weekly labor schedule and daily attendance.
- Train the call center agents for the new and existing.
Call Center Team Leader
Americana Group
Oman
04.2011 - 04.2014
Education
Bachelor of Arts - Eastern Languages
Menoufia University
EgyptSkills
- Leadership
- Extremely organized
- Customer Satisfaction
- Training & Development
- Strong problem-solving
- Excellent attention to detail
- Skilled in call centre operations
Certification
- Six Sigma White Belt -Udemy
- Six Sigma Yellow Belt -Udemy
- Root Cause Analysis - LinkedIn
- Building Rapport with Customers - LinkedIn
- Effective Time Management& Communication Skills
Personal Information
Title: Sr. Quality Analyst
Timeline
Quality Assurance
6th Street- Apparel Group
01.2023 - Current
Sr. Quality Analyst
Hexaware Technologies
02.2019 - 09.2022
Call Center Representative
VFS Global
02.2017 - 02.2019
Account Advisor
Raya Contact Center (Etisalat UAE)
04.2016 - 09.2016
Call Center Team Leader
Americana Group
04.2014 - 04.2016
Call Center Team Leader
Americana Group
04.2011 - 04.2014
- Six Sigma White Belt -Udemy
- Six Sigma Yellow Belt -Udemy
- Root Cause Analysis - LinkedIn
- Building Rapport with Customers - LinkedIn
- Effective Time Management& Communication Skills
Bachelor of Arts - Eastern Languages
Menoufia University
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