Safaa Deeb

• Manage day to day operations including team’s key performance indicators, project SLAs and provide quality assurance to improve machine classifiers to ensure safety of platform for all audience and cross-functional teams.
• Daily responsibilities including performance evaluation, 1:1s, coaching & shadowing sessions, identifying training needs & scheduling delivery, populating required daily, weekly, monthly and quarterly reports that reflect work progress and team performance, maintain effective communication with client, create and maintain comprehensive project documentation.

Key Accomplishments:

• Establishing team and laying out foundation for additional workflows.
• Successfully leading team of 25+ agents to deliver high quality results for client in timely manner.
• Created efficient work schedules for each team member to maintain deadlines and fully staff shifts.
• Talent acquisition Management, including application processing and interviewing.
• Process improvement to standardize and smoothen business delivery across project workflows.
• Create and apply structure methodology to lead and support change management.
• Increase efficiency and team productivity by promoting adherence to operational best practices and company policies.
• Recruited, hired, trained and supervised administrative office staff.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Identified individual employee's unique work styles and adapted management methods.
• Monitored workshop work flow for over 25 employees.
• Provided constructive criticism regarding quality assurance on collections team phone calls.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.

• Reviewed selected content against policies and training
• Created and maintained content security standards / propose ways to improve Business Process Delivery and content standards
• Reviewed escalated and user-reported content for compliance and client policy guidelines.
• Increased productivity to 99%
• Maintained high level of familiarity with client policy verticals
• Met and exceeded ambitious core work targets Identified global and local trends and monitored major violators in online community
• Customer service experience, including direct interaction with leadership
• Assisted in developing creative platform design through Incubation project assignments to improve quality and quantity of daily work.
• Advanced Microsoft Excel
• Collected and analyzed information from multiple data sources, ensuring data is reliable, using technical expertise and tools.
• Monitored social media and online sources for industry trends.

• Managed over 25 client's cases.
• Created inspiring team environment with open communication culture
• Monitored and evaluated personnel performance to complete weekly and monthly reviews, recommend advancement or address productivity concerns.
• Communicated corporate objectives across all divisions through regular correspondence and scheduled follow-up.
• Conducted competency-based, interactive interviews to identify client needs.
• Implemented ongoing staff training programs and educational sessions based on collaborative crisis intervention model.
• Ensured both contractual and operational KPIs are met - responsibility of delivering service within agreed deadlines and at required quality.
• Complied with all client published policies and procedures and any legal and regulatory requirements that company is obliged to adhere to.
• Planned and executed meetings to connect organizational representatives, community members and clients.
• Captured system needs, supported process design and aligned systems to business requirements.
• Established and maintained long-range plans for quality assurance.

• Supervised 35 staff members.
• Responsible for overseeing all manner of operations including weekly/monthly reporting.
• Promotional development
• Resource management, and client / incubation relations.
• Attending weekly meetings with different client members to plan and coordinate team-wide process updates
• Increased operational efficiency by developing improved filing systems for confidential client records and reports.
• Directed training and retraining of employees to boost performance and enhance business results.
• Met metrics / SLAs
• Improved operating efficiency
• Developed relationship with client counterparts
• Managed contract terms and conditions
• Supervised site investigations, reported issues and escalated those that required further assistance.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

• Conducted training classes to ensure that agents are properly trained on assigned policy in classroom setting to transition agents to their assigned teams (Ques).
• Developed activities and integrated technology to diversify instruction.
• Delivered group and individual instruction and trained covering range of technical, operational, and/or management areas in specified field.
• Developed training aids including training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works.
• Coordinated administrative functions necessary to deliver and document training programs.
• Assisted in analyzing and assessing training and development needs for individuals, departments, and/or external organizations.
• Reviewed instructor performance and recommended improvements to program content and/or instructor presentation methods.
• Recruited, selected, and trained instructors Led and trained staff who performed related work Worked with average of 45 participants per class.
• Gathered and organized supplementary material to support structured lessons.