Heba Mohamed

Led teams of 20+ CSRs, increasing customer satisfaction scores by 15% within 6 months.
Mentored and guided over 5 game changers in successfully advancing their careers to supervisory, quality assurance, and SME roles, fostering leadership growth and enhancing team capability.
Coached and mentored Outliers/seniors agents, resulting in a 20% improvement in key performance metrics
Collaborated with cross-functional teams to develop and implement process improvements that increased efficiency by 30%.
Experienced in using Salesforce Service Cloud to manage customer interactions and track key metrics.
Proficient in Tableau for creating data visualizations and performance dashboards
Skilled in using Genesys PureCloud for call routing, workforce management, and quality assurance.
Supervised daily team operations, ensuring adherence to performance metrics and service level agreements to consistently achieve targets and operational excellence.
Fostered a positive team culture by recognizing achievements, addressing challenges proactively, and motivating staff to meet and exceed expectations.

Experienced in operational planning, team management, coaching, and executing action plans.
Proficient in budgeting and financial planning for call center operations, including resource allocation, cost control, and optimizing expenditure to support business goals and operational efficiency.
Skilled in performance optimization, customer retention, conflict resolution, and strategic communication.
Served as a key liaison between management and staff, facilitating clear communication and addressing concerns.
Analyzed call center metrics and performance data to identify trends and implement process improvements. Implemented customer feedback mechanisms to drive service improvements.
Optimized call routing strategies to improve efficiency and reduce wait times.
Developed and maintained standard operating procedures (SOPs) for call center operations.

Delivered lectures and practical sessions for over 5 years as a university Lecturer and Assistant Demonstrator, specializing in linguistics and related fields.
Conducted academic research involving linguistics, language acquisition, and cross-cultural communication, contributing to publications and conference presentations.
Attended and organized international academic conferences, facilitating knowledge exchange and fostering global academic collaborations.
Provided education and training in French schools, integrating linguistic expertise to support language learning and curriculum development.
Managed hospitality and coordination for foreign guests and visiting scholars to ensure smooth international academic exchanges.
Coordinated and participated in faculty training programs focused on teaching methodologies, linguistic research, and skill enhancement.
Collaborated in institutional quality improvement initiatives aligned with national and international educational standards.