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Summary

Hello! I am Donia, an experienced team leader with a strong background in call center industry. I am passionate about fostering a collaborative and productive work environment, driving team success through strategic planning, effective communication, and a focus on continuous improvement.

  • Project Management: I have successfully led multiple projects from conception to completion, ensuring they are delivered on time, within scope, and within budget. My role involves coordinating with cross-functional teams, managing resources, and mitigating risks.
  • Team Development: I am dedicated to building high-performing teams by identifying strengths and areas for growth, providing mentorship, and facilitating professional development opportunities. My leadership style emphasizes empowerment, accountability, and recognition.
  • Process Improvement: I have a proven track record of analyzing and optimizing workflows to enhance efficiency and productivity. This includes implementing best practices, leveraging technology, and fostering a culture of continuous improvement.
  • Stakeholder Management: I excel at maintaining strong relationships with stakeholders, including clients, senior management, and team members. My approach ensures clear communication, alignment of expectations, and successful delivery of project outcomes.
  • Performance Metrics: I utilize data-driven insights to track team performance, set measurable goals, and drive decision-making. Regularly reviewing metrics helps in identifying trends, addressing challenges, and celebrating successes.

Age

26

Years of Experience

2 Years

Graduated From

Faculty of Education English department

Birthdate

05/02/1998

Gender

Female

Work Experience

Concentrix

Team Leader

November 2022 - Now

An experienced Team Leader in a call center ,in ensuring that the team operates efficiently, maintains high standards of customer service, and meets or exceeds performance targets. my role requires a balance of leadership, communication, and analytical skills to drive team success and enhance the overall customer experience.

British Council

Invigilator

January 2017 - December 2020

As an invigilator I was supervising candidates during an examination to ensure that the exam is conducted fairly and according to the established rules and regulations. I play a crucial role in maintaining the integrity of the examination process.

British Council

Call cernter manager

January 2018 - December 2018

As a Call Center Manager I was responsible for overseeing the daily operations of a call center, ensuring that it runs efficiently and effectively while meeting performance targets and delivering high levels of customer satisfaction. My role involves strategic planning, team management, performance monitoring, and continuous improvement initiatives

Freelance

Teacher

January 2016 - December 2021

As a Freelance Teacher I was an independent educator who offers teaching services on a flexible, self-employed basis, rather than being tied to a single educational institution. I was working across various educational levels and subjects, providing specialized instruction to individuals or groups

I was designing and developing lesson plans and educational materials tailored to the needs and goals of individual students or groups.Create engaging and effective teaching strategies to meet diverse learning styles.

I was Promoting teaching services through various channels such as social media, personal websites, and online tutoring platforms.network with potential clients and build a steady student base through word-of-mouth referrals and marketing efforts.

Concentrix

Senior Trainer

April 2020 - November 2022

As a Trainer in a Call Center I was responsible for designing, implementing, and evaluating training programs that equip call center agents with the skills and knowledge needed to provide excellent customer service and meet performance targets. The trainer plays a crucial role in ensuring that the call center team is well-prepared, confident, and capable of handling a variety of customer interactions.

Skills and Qualifications:

  • Training and Facilitation Skills: Strong ability to deliver engaging and effective training sessions.
  • Communication Skills: Excellent verbal and written communication skills to convey information clearly and effectively.
  • Interpersonal Skills: Ability to build rapport with trainees and provide supportive, constructive feedback.
  • Analytical Skills: Ability to assess training needs, evaluate program effectiveness, and identify areas for improvement.
  • Organizational Skills: Strong organizational skills to manage training schedules, materials, and records.
  • Adaptability: Flexibility to adapt training methods and materials to suit different learning styles and needs.
  • Technical Proficiency: Familiarity with call center technologies and e-learning platforms.
  • Experience: Previous experience in a call center environment, preferably in a training or supervisory role.

Skills

  • Team Leader

    Strong leadership and people management skills.

    Communication Skills: Excellent verbal and written communication skills to interact effectively with staff and customers.

    Analytical Skills: Ability to analyze performance data and metrics to drive decision-making.

    Customer Focus: Strong commitment to delivering exceptional customer service.

    Problem-Solving: Effective problem-solving skills to address and resolve issues promptly.

    Organizational Skills: Excellent organizational and multitasking abilities to manage various tasks and priorities.

    Technological Proficiency: Familiarity with call center software and technology platforms.

    Experience: Proven experience in a call center environment, preferably in a managerial or supervisory role.

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