elie yaacoub

• Oversee day-to-day call center activities, ensuring smooth and efficient operations
aligned with company standards.
• Lead, coach, and manage team leaders and agents to ensure high performance and
engagement.
• Track KPIs such as service level, response time, call resolution, and customer
satisfaction, and implement corrective actions when needed.
• Plan schedules, manage shifts, and ensure optimal staffing levels to meet
operational demands.
• Monitor call quality, implement QA processes, and ensure adherence to service
standards and scripts.
• Identify operational gaps and implement improvements to enhance efficiency,
productivity, and customer experience.
• Act as the main point of contact for clients and internal stakeholders, ensuring
alignment on expectations and deliverables.
• Support onboarding and continuous training of staff to maintain high performance
and service standards.
• Prepare operational reports, analyze performance data, and provide insights to
senior management.

• Participated in designing call monitoring formats and quality standards.
• Performed call monitoring and tracked performance data at team and individual
levels.
• Engaged in customer listening programs to identify needs and provided actionable
feedback.
• Prepared and submitted reports for management review.

• Delivered exceptional customer service, building customer satisfaction and loyalty.
• Resolved inquiries efficiently, aiming for one-call resolution.
• Provided information on new products, rates, plans, and services through
upselling.
• Managed multiple priorities in a quota-driven environment.

• Supported accounting processes and data management.

• Evaluating and delegating tasks.
• Communicating clearly, engaging with the team, providing accurate information,
and reporting timely to management.
• Helping employees be effective in their roles, grow in their positions, and develop
their skills.
• Planning and setting operational policies to ensure the best service level.
• Timely reporting of project results, employee performance, and call reports.

• Participated in setting efficient policies and procedures to enhance workflow.
• Helped launch the call center and developed call evaluation forms.
• Coordinated workflow with other departments and managed floor operations.

• Managed accounting and sales operations.

Handled sales and customer relationship management.