Experienced team leader with a focus on performance, quality, and customer satisfaction. I motivate and support call center agents to achieve targets while ensuring smooth operations and excellent service delivery.
Roaa Alshami
Customer care representative
About me
Work Experience
Emirates NBD bank
Team leader- Call center
January 2025 - Now
- Supervise, coach, and motivate a team of call center agents to achieve daily and monthly KPIs
- Monitor call quality, response times, and customer satisfaction metrics
- Provide real-time support and guidance to agents on complex or escalated calls
- Conduct regular team meetings, one-on-ones, and performance reviews
- Ensure compliance with bank policies, procedures, and regulatory standards
- Analyze team performance reports and implement improvement plans
- Collaborate with management to develop training programs and service strategies
- Identify process gaps and suggest enhancements to improve efficiency and customer experience
Emirates NBD bank
Senior Officer - Customer Service
January 2024 - December 2024
- Respond to incoming calls from customers regarding account information, transactions, loan status, card services, and digital banking support
- Make outbound calls to follow up on customer inquiries, conduct service surveys, or promote banking products
- Assist with resolving complaints, disputes, or service issues professionally and promptly
- Guide customers through processes such as online banking setup, card activation, or payment instructions
- Escalate complex or unresolved issues to relevant departments
- Maintain accurate and detailed records of customer interactions in the CRM system
- Meet performance metrics including call handling time, resolution rate, and customer satisfaction
- Comply with regulatory requirements, bank policies, and data protection standards
Concentrix (Nike.com)
Customer care representative
November 2022 - November 2023
- Provide exceptional customer support via phone, email, chat, and social media
- Assist customers with product information, sizing, and availability
- Manage order processing, shipping updates, returns, and exchanges
- Resolve issues efficiently and with empathy, maintaining customer satisfaction
- Capture and log customer feedback to help improve services and processes
- Stay up-to-date with product knowledge, brand promotions, and internal tools
Concentrix (Booking.com)
Complaint specialist for the English line
December 2021 - November 2022
- Investigate and resolve escalated customer complaints via phone, email, and chat
- Act as a point of contact between customers and partners (hotels, properties, etc.) to resolve disputes
- Analyze cases to determine fair outcomes in line with Booking.com’s policies and values
- Record and document all complaint details accurately in CRM systems
- Provide clear, honest, and respectful communication with customers, even in high-stress situations
- Escalate critical issues internally where needed and follow up to ensure timely resolution
- Identify recurring issues and provide feedback to improve processes and services
- Stay updated on company policies, travel regulations, and tools
concentrix (Expedia)
Travel advisor for the English line
June 2021 - May 2021
- Handle itinerary changes, cancellations, refunds, and travel disruptions
- Provide accurate information on destinations, visa requirements, travel policies, and products
- Support travelers in resolving travel-related issues efficiently and empathetically
- Ensure customer needs are met in a timely and professional manner
- Stay informed about global travel trends, safety guidelines, and Expedia promotions
- Work closely with other departments and travel partners to coordinate and resolve issues
Stockered
Telesales for USA citizens (DME campaign)
June 2021 - January 2022
Education
Faculty of Commerce, English section, Cairo university
Business administration - Bachelor
2019 - 2023
Languages
Arabic:
Native
English:
Professional
Skills
Team Supervision & Staff Coaching
Customer Complaint Handling & Resolution
Compliance with Banking Policies & Procedures
Performance Monitoring & Reporting (AHT, CSAT, FCR)
Staff Training, Onboarding & Development
Call Quality Assurance & Service Standards
Proficient in Microsoft Office (Excel, Word, Outlook)
Time Management & Task Prioritization