Ahmed AL Wuhaili
Sandy,UT
Summary
Working in challenging environment and developing my knowledge, skills and abilities and utilize this development to enhance the organizational performance and achieving the goals.
Overview
21
21
years of professional experience
Work History
Operation Team Leader
Bee cable communication company
05.2019 - 09.2024
Consumer Team Leader
Earth Link internet company
02.2019 - 05.2019
Team Leader & Trainer of Call Center Agents
ZAIN Telecom
01.2011 - 01.2018
- Give training of new applications for all call center agents
- The division of daily tasks for the leaders (morning shift)
- Responsible of program and new services session for the new trainees
- Lead the call center agents and manage them activity
- Manage the answer calls and monitoring the agents whom have low score of answered calls and create data base for this issue
- Monitoring the S.L & the system
- Monitoring the average talk time for the agents and for shift
Acting Team Leader
ZAIN Telecom
01.2009 - 01.2011
- Lead the call center agents and manage them activity
- Manage the answer calls and monitoring the agents whom have low score of answered calls and create data base for this issue
- Monitoring the S.L & the system
- Monitoring the average talk time for the agents and for shift
- Coaching group for agents and analyses the weak points
- Coordinate with other department to solve the agent problems
- Responsible of program session for the new trainee
- Interview the new candidate which recommended from HR department and the candidate suitable to work in call center or not
Call Center Agent
Atheer Tele
01.2004 - 01.2009
- Company Overview: Atheer Telecommuncation
- Receiving customer calls
- Solving them problems
- Escalate complaint to back other department
- Explain all new services to subscribers
- Customer experience excellency
- Making Team more customer-oriented from Zain Iraq
- Vocal Victories from call center school
- Successful sales form call center school
- Call Center Supervision from call center school
- Quality Assurance from call center school
- Workforce Management from call center school
- Atheer Telecommuncation
Education
B.Sc - Laser Engineering
university of technology
01.2010
Skills
- Public Relations
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
Certificationsandcourses
- Vocal Victories from call center school
- Successful sales form call center school
- Call Center Supervision from call center school
- Quality Assurance from call center school
- Workforce Management from call center school
Timeline
Operation Team Leader
Bee cable communication company
05.2019 - 09.2024
Consumer Team Leader
Earth Link internet company
02.2019 - 05.2019
Team Leader & Trainer of Call Center Agents
ZAIN Telecom
01.2011 - 01.2018
Acting Team Leader
ZAIN Telecom
01.2009 - 01.2011
Call Center Agent
Atheer Tele
01.2004 - 01.2009
B.Sc - Laser Engineering
university of technology
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