HANAN AHMED ABDELAZIZ

Monitor and Evaluate Calls: Review and assess customer interactions to ensure adherence to quality standards and company policies.
Develop Quality Standards: Create and update quality metrics, guidelines, and best practices for call center agents.
Conduct Training and Coaching: Provide feedback, coaching, and training to agents to improve their communication skills and overall performance.
Identify Improvement Opportunities: Analyze call data and quality reports to pinpoint areas for process or performance enhancements.
Ensure Compliance: Ensure agents comply with regulatory requirements and company policies during customer interactions.
Collaborate with Stakeholders: Work closely with team leaders, supervisors, and other departments to align quality initiatives with business goals.
Report and Analyze Performance Metrics: Generate regular reports on quality scores, customer satisfaction, and agent performance.
Implement Quality Improvement Initiatives: Lead projects aimed at enhancing service quality and customer experience.

• Worked as a sales person and customer care at the hilton in the uk account providing hospitality and good service level.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Worked as a technical and a billing support for us account which called “Suddenlink”. I used to repair internet, tv, phone services and explain bills to us customers from 42 districts.
• Enhanced overall customer satisfaction levels by providing prompt, professional, and empathetic support for all billing-related concerns or queries.
• Responded to customer concerns and questions on daily basis.

• I attended a training in diverse departments as:
• Microbiology
• Pathology
• Blood bank
• Cellular biology
• Biochemistry
• Immunology
• Applied chemistry

• I attended a training in the armed forces hospital in diverse department of laboratory such as :
• Blood bank
• Pathology
• Microbiology
• Clinical chemistry
• Hormones
• Cellular biology