1. Previousposition:
Quality analyst – 8009090 contact center
 Monitoringagentscalls( inbound&outbound)
 Providingdaily –weekly –monthlyfeedbacksforlow performersaswell highperformers
 Conductingandorganizingweeklycalibrationsessionswithmanagementtocome up withnew
solutions withregardstocall centerqualitytoimprove customer satisfaction score.
 Contactingcustomerswhoprovidedlow scorestospecificagentstodiscussthe reasonsand
come up with solutions.
Essra Kamal Eldeen UAE - Ajman
Mobile: 0554548667
Email:issra.kamal.25@gmail.com
PERSONAL PROFILE
I am learning and developmentteam leader in a big governmentcontact centre, staff training is my passion.
Started as a customer service representative and promoted four times within three years.
Positive and team work is my firstpriority to achieve success.
CAREER HISTORY
Current Job
Cupola Teleservices – Roads and Transport Authority Contact Centre
Learning and Development Team Leader
Work duties:
 Leading the information team that’s responsible for delivering new information’s for the staff.
 Train the new joiners about the contact centre cervices, products, and customer service skills.
 Responsible about the staff development and KPI’s.
 Responsible about monitoring quality and providing feedbacks for low performers CSR
Previous Experience
 Dr. Waheeb Abu Baker Clinic – (secretary) – 2008 /2010
 Managing customers files
 Managing appointments
 Answering clinic calls and providing face to face customer services
 Du Contact Center – (seals agent And customer service representative) – 2010 / 2011
 Roads And Transport Authority – (CSR – Quality Analyst – Operation Team Leader – Learning and
Development Team leader) – 2011 / Till now.

2.  Preparingthe call centerweeklyqualityreportsfordifferentskillsetsaswell preparingaction
plansto improve the overall score wheneveritsdroppeddown
 Responsible aboutqualityPPTrefreshers.
KEY COMPETENCIES AND SKILLS
SKILLS
 Consistently maintain a positive attitude and enjoy helping people.
 Cooperatively work with others and deliver required work.
 Many years of experience successfully managing and organizing personal time and workload.
 A problem solver who quickly grasps complex situations and turns them into manageable tasks.
 Aware of computer skills and Microsoft Office.
ACADEMIC QUALIFICATIONS
 Completed secondary School in United Arab Emirates – Asma Bint Omais School.
 Computer certificate – Middle east centre
REFERENCES
Name: Mohammed Mammon
Job title: Account Manger
Telephone: 0553914020
Name: Osman Mabrouk
Job title: Learning & Development
Manger
Telephone: 0559540164