Sara Mohsen Maan Mahmoud

• Lead and motivate a high-performing customer service team
• Conduct performance reviews and provide ongoing coaching and development to team members
• Recruit, interview, and select qualified candidates for the customer service team (mention this if it's a significant responsibility)
• Manage and oversee the launch of new projects, ensuring smooth implementation
• (e.g., Aesop KSA, UAE & ON) Lead system integration efforts, such as migrating to Salesforce, to streamline operations and improve efficiency
• Develop and deliver comprehensive training programs for new system modules and functionalities
• Onboard new joiners, equipping them with the necessary knowledge and skills to excel in their roles

Achievements:

• Achieved top performer status within the first year
• Successfully launched new projects and ensured smooth start-ups
• Led the migration and integration of customer service systems (e.g., Salesforce) to streamline operations
• Created and delivered effective training programs for new system modules and implementations, empowering team members with valuable knowledge.

• Led and empowered teams to deliver exceptional quality through rigorous auditing practices
• Analysed quality control data using advanced Excel and Power BI to identify trends and root causes of issues
• Translated insights into actionable solutions for continuous improvement
• Leveraged data analysis expertise to transform quality control data into insightful visualizations that informed strategic decisions
• Proficient in advanced Excel functions, Power BI, and interpreting data to optimize processes and ensure consistent quality standards
• Utilized a data-driven approach to identify and troubleshoot quality control issues
• Implemented corrective and preventative actions to minimize defects and maximize efficiency
• Perform other duties as assigned

Achievements:

• Identifying customers by functional area
• Develop business - Focused list of questions
• Develop functional - Focused list of questions
• Group raw comments by category
• Prioritize raw comments.

• Draft quality assurance policies and procedures
• Interpret and implement quality assurance standards
• Evaluate adequacy of quality assurance standards
• Devise sampling procedures and directions for recording and reporting quality data
• Document internal audits and other quality assurance activities
• Investigate customer complaints and non-conformance issues
• Analyse data to identify areas for improvement in the quality system
• Develop, recommend and monitor corrective and preventive actions
• Monitoring and Coaching new and existing employees on job performance issues
• Researched errors to enhance training and problem-solving skills
• Monitoring and Coaching new and existing employees on job performance issues
• Reviewing and implementing informational changes for new and existing clients
• Created and implemented training manuals
• Supervised groups of employees during training

Achievements:

• Enhanced “Voice of customer” data collection project according to Customer issues – Customer needs – Customer requirements based on below steps
• Identifying customers by functional area
• Develop business - Focused list of questions
• Develop functional - Focused list of questions
• Group raw comments by category
• Prioritize raw comments.

• Regularly developed new processes for call centre associates that streamlined each procedure
• Helped company to transition from legacy phone system to a more contemporary solution
• Responsible for taking specifications from clients and creating a job brief for the call centre staff
• Helped to make the processes that were in place more efficient
• Developed and executed training sessions for new and existing associates
• Responsible for taking calls from a variety of clients and performing appropriate actions
• Helped to create team building exercises that increase productivity
• Assisted in transitioning the company to a new software platform
• Handled complaints of the team
• Acted as knowledge SPOC in the team
• Worked on analysing team’s score

Achievements:

• Worked on how to develop “Customer satisfaction” project as its strong indicator of a company's future performance and is the main goal of all customer service programs.

• Provide oral and written interpretation services
• Verify information from original text in order to ensure appropriate interpreting
• Ensure that all written translations conform to the original text in terms of technicality and terminology
• Discuss interpretation requirements with clients to ensure error-free documents
• Ensure that both content and style of statements in communicated effectively
• Proofread end document and make any necessary changes
• Listen carefully to conversations and provide verbatim interpretation
• Ensure that the context of the language isn’t altered during interpretation

Achievements:

• Developed a dictionary with common words and phrases used in the industry
• Created a booklet on best interpretation practices for new hires’ reference.