Rozana Sawaie
Austin,TX
Summary
Enthusiastic and multi talented quality assurance officer eager to contribute to team success through hard work, dedication, attention to detail, excellent organizational skills, and the motivation to learn and grow.
Overview
7
7
years of professional experience
Work History
Front Desk Ambassador
Cohere
09.2023 - Current
- Maintained a professional and welcoming environment, addressing guest inquiries and concerns promptly.
- Improved efficiency of administrative tasks by implementing an organized filing system for important documents and records.
Quality Assurance and Training Senior Officer
Extensya
03.2022 - 07.2023
- Analyzed quality performance reports.
- Conducted internal quality audits to measure the effectiveness of the quality management system.
- Delivered training on quality measures to new hires.
- Provided training on using systems and proper tools.
- Reviewed other quality members constantly and provided feedback as needed.
- Maintained the confidentiality of internal and external information.
- Managed schedules as per the business need.
- Monitored and evaluated customer service representatives and operational quality performance in compliance to predefined standards.
- Performed and documented 1:1 coaching activity to customer service representatives and maintained performance follow ups.
- Initiated, monitored, and tracked all corrective actions and resolutions.
- Reviewed and enhanced the provided service process and shared refreshers with customer service representatives.
- Conducted group training sessions for performance enhancement.
Quality Assurance Officer
Extensya
12.2017 - 03.2022
- Monitored and evaluated customer service representatives.
- Performed and documented 1:1 coaching sessions and maintained follow ups.
- Trained new hires with the best quality standards.
- Managed training agenda according to the required timeline.
- Provided training on using systems and proper tools.
Customer Service Representative
Extensya
05.2017 - 12.2017
- Solved issues to meet customer satisfaction on inbound calls.
- Handled critical customer situations.
- Answered inquiries and requests in a timely manner.
Education
Bachelor Of Applied Arts And Science - English Language And Linguistics
Jordan University of Science And Technology
Jordan07.2016
Skills
- Fast learner
- Microsoft office
- Problem solving
- Time management
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Ambassador
Cohere
09.2023 - Current
Quality Assurance and Training Senior Officer
Extensya
03.2022 - 07.2023
Quality Assurance Officer
Extensya
12.2017 - 03.2022
Customer Service Representative
Extensya
05.2017 - 12.2017
Bachelor Of Applied Arts And Science - English Language And Linguistics
Jordan University of Science And Technology
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