Nikita Abdelwahed

Generated complex reports utilizing Salesforce and Verint CRM systems. Vigilantly monitor and analyze negative behavioral patterns impacting the customer experience. Conducted rigorous call audits for scoring and internal calibration purposes. Closely track and investigate scoring variations. Identify key behaviors and collaborate with supervisors to develop and execute effective coaching plans. Designed and implemented a robust automated testing framework to streamline the testing process and reduce manual effort. Submitted Scrum tickets and followed through to sprint deadlines.

• Selected Career Benchmarks
• Coordinate planning, development, and administration of internal quality assurance and compliance activities for 60 inbound and outbound call center agents. Drafted guidelines, procedures, policies, rules, and regulations for evaluating. Created and executed test plans, test cases, and scripts, ensuring adherence to project timelines.
• Coordinated with staff for collecting, organizing, analyzing, and preparing material for information requests and reports.
• Coached and motivated a 4-person QA team to develop competencies.

Developed and implemented an innovative Training and QA Process to improve team performance and enhance customer experience. Conducted comprehensive staff training, on-call coaching, and scoring for both inbound and outbound teams. Revamped existing call scripting to enhance clarity and increase customer satisfaction. Created new call scripting to align with business objectives and improve call outcomes. Designed and developed engaging training materials, including training decks and job aids, to enhance training effectiveness and knowledge retention. Monitored and analyzed key performance indicators to measure the success and effectiveness of the training initiatives. Provided expert coaching and support to team members to enhance performance and drive continuous improvement.

• Selected Career Benchmarks
• Implemented cutting-edge training and coaching processes to improve team performance and customer experience.
• Developed and refined impactful call scripting to increase engagement and optimize results.
• Established effective coaching processes to foster skill development and enhance individual performance for inbound and outbound teams of 60 agents.

• Effectively led and managed a team of 20 representatives, optimizing performance and elevating customer satisfaction. Implemented and oversaw a comprehensive Quality Assurance program, ensuring adherence to industry standards and best practices. Produced monthly reports to effectively communicate team performance and areas of improvement to senior management. Expertly managed to schedule to optimize staffing levels and ensure optimal coverage during peak periods. Proactively handled BBB complaints, resolving issues and mitigating future complaints. Closely tracked team performance metrics to identify areas of improvement and drive continuous improvement initiatives. Conducted engaging and impactful training sessions to develop staff skill sets and enhance team performance.
• Selected Career Benchmarks
• Drove the success of comprehensive training and quality assessment initiatives to optimize team performance and elevate customer satisfaction.
• Developed and implemented highly effective processes for call center workflows, resulting in increased productivity and efficiency.
• Created a range of impactful documents and tools to aid work management, enabling effective team collaboration and communication.
• Achieved impressive attrition rates of less than 3% through expert management and the support of team members.
• Collaborated closely with senior management and business partners to synchronize efforts and enhance the overall customer experience.