Razaz Madibbo

Operational Management: Monitor and supervise daily call centre operations to ensure adherence to protocols and service standards.
Staff Supervision: Lead, mentor, and manage a team of call centre agents, ensuring they are well-trained and motivated.
Performance Monitoring: Track key performance indicators (KPIs) and analyze data to improve operational efficiency.
Quality Assurance: Implement quality control measures to ensure accurate and consistent screening processes.
Problem Resolution: Address service issues and complaints effectively, providing solutions and maintaining customer satisfaction.
Training and Development: Develop training programs to enhance the skills and capabilities of call centre agents.
Process Optimisation: Evaluate workflows and recommend improvements to streamline operations.
Reporting: Prepare detailed reports on call centre performance and submit them to senior management.

Review projects’ performance and inform the organization on whether objectives are being met, which metrics are performing at targeted levels, and where actions are required to improve performance.
Conduct an Internal Investigation Audit, report the results and monitor the corrective actions.
Review the performance of assigned projects, define the failed metrics and conduct internal audits
Assess the department’s process documents and make sure that it is clearly mapped and follow the required standards
Monitor the contact centre process variation, conduct root cases analysis to figure out process variation reasons and follow up on action
Responsible for the management and development of the Continuous Improvement of Performance Metrics
Create, implement, enhance and revise relevant process improvement guidelines, best practice and benchmarking to go through overall governance strategy and supports it is implementation
Generate reports and make sure that work done as per the agreed SLA
Monitor assigned project performance, identify gaps, recommend improvement and follow up with the concerned department to make sure that business excellence activities, recommendations implemented
Review stages of customer service journeys and make sure it is clear for all operation staff in various service channels/touch points
Implement the Internal Audit Procedure and make sure Government Contact Center’s projects/departments follow the business excellence framework
Perform critical thinking and problem solving - evaluating alternatives and identifying solutions using systematic, multi-step approaches.
Document and prepare complete procedures and present new process documents to stakeholders.

Ensured compliance with company policies, procedures, and regulatory guidelines during customer interactions
Identified any deviations from established standards and provide guidance on proper protocols and best practices
Collaborated with the team to implement strategies for continuous improvement based on data-driven insights
Coordinated with the training department to develop and deliver training programs related to customer service quality and standards
Assisted in the development, creation, and implementation of call center quality processes and procedures, while also making recommendations for improvements to training materials to enhance the overall customer experience
Provided recommendations for process enhancements based on customer feedback and experience
Conducted calibrations and meetings with both managerial and non-managerial teams to establish consensus and maintain quality performance
Utilized a quality monitoring data management system to compile and track team and individual performance, providing actionable data to internal support groups as required
Offered feedback to call center team leaders and managers, preparing and analyzing internal and external quality reports for review by management staff
Conducted initial investigations of customer feedback and produced investigation reports for the Contact Center Operations Team

Evaluated customer service representatives' performance based on predetermined metrics and criteria
Provided objective feedback and coaching to customer service representatives to improve their communication, problem-solving, and resolution skills
Achieved 99% improvement in team quality performance in 2020 Mid-Year report through the implementation of world-class training for over 100 professionals
Enhanced team quality performance by 95% in 2016 by utilizing error reports for team performance monitoring
Reduced staff errors by 40% in 2016 by developing a Quality Expectations (Management by Objectives) manual and implementing a continuous learning program
Planned and conducted regular training sessions to address performance gaps and improve employee performance on a daily, monthly, and yearly basis
Developed and updated Employee Understanding Evaluation Procedure and Monthly Evaluation Score Cards based on new HMC procedures, performance monitoring, and yearly reports
Created and delivered a comprehensive training program encompassing customer service skills, HPCC policies and procedures, sales techniques, soft skills, and role-specific training for new employees
Designed and implemented a Quality Assurance (QA) program to evaluate team adherence to HPCC standards, business rules, key performance indicators, call monitoring, email review, order entry, and clerical accuracy
Introduced e-learning courses in 2017 to foster a culture of continuous learning using the class maker website
Developed tools and supplementary reports to assess the effectiveness of the QA program, training materials, and overall performance
Analysed various reports, including quality assurance results, agent performance improvement plans (PIP), case management system reports, and escalation reports, to identify areas for team improvement.

Trained and managed HMC call center staff of up to 100 associates and ensured excellent
customer service was practiced
Initiated and coordinated on-going training for new and existing call center staff through staff
orientation and system training
Motivated and developed team through real-time and long-term coaching, feedback and
personal development that enhanced performance delivery, met contractual obligations and
maximized staff retention
Improved HMC Contact Center Services by conducting quarterly formal performance reviews
and monthly informal performance reviews
Conceived, developed, and implemented quality improvement plans and skills development
programs with coordination of Operations and in-house QA Specialists for consistency and
accuracy
Successfully conducted quality assurance audits of teams to ensure the accuracy and timeliness
of the call center’s work and performance
Conducted research, evaluated tests and monitored calls for accuracy and speed while
maintaining department policies, procedures and Employee Guidelines Manual
Protected confidentiality of patient information through compliance with Health Insurance
Portability and Accountability Act
Resolved complex work assignments and customer services-related issues/complaints that built
and advanced a winning culture
Participated in hiring and interviewing processes of new employees by following an ethical
selection process
Assisted manager in monitor and measuring the effectiveness of training programs through
team performance analysis reports
Reported to senior managers on employees’ performance reports through the employee
performance metrics sheet
Maintained professional and technical knowledge by tracking emerging trends in call center
operations management
Zain - Sudan Telecommunications Company Ltd
Worked as “

Generated new sales revenue for