عبد الرحمن عباس

Lead a team of 17 agents to meet and exceed KPIs, with a consistent
performance improvement of 90 % over 2 Years
Conduct regular performance evaluations, providing constructive
feedback and
personalized coaching to enhance team performance.
Develop and implement effective training programs, improving agent
onboarding
time by 70 %
Collaborate with management to identify process inefficiencies and
develop
action plans that resulted in a 95% reduction in call handling time.
Use data analysis to monitor team performance and customer
feedback, making
strategic adjustments to enhance service delivery.

Managed a high volume of inbound calls, achieving a customer
satisfaction score
of 94%.
Assisted in training new staff, providing guidance on best practices and
company
policies.
Recognized for resolving customer complaints effectively, leading to a
91%
increase in customer retention.