Yasmina Maziz
Call center Superviser
Wakrah
Summary
Customer Service Supervisor with 15+ years of experience leading call center and service advisor teams in automotive and public services. Drive operational excellence through real-time monitoring, coaching, and QA, consistently meeting AHT 4 minutes, CSAT 85%, abandonment
Overview
21
21
years of professional experience
3
3
Languages
Work History
Call center superviser
waha for cars
12.2024 - Current
- Lead day-to-day call center operations for automotive service bookings and customer support, ensuring delivery of core KPIs: AHT 4 minutes, CSAT 85%, abandonment
- Multilingual communicator (Arabic, English, French, Urdu) with proven impact on customer loyalty and repeat contacts.
Customer service agent
Emovis
10.2021 - 12.2024
- Company Overview: Emovis Ashghal, Qatar (Nov 2021-Sep 2024) Tolling and Congestion Management
- Managed tolling and congestion operations, achieving key performance indicators (KPIs) through tasks such as registration of new accounts, processing payments over the phone, and reviewing vehicle passage images for identification and classification.
- Utilized CRM (SAP Hybris) for operational management, implemented regular updates and maintenance programs for the software to ensure efficient resolution of any arising issues.
- Prepared and delivered various important reports including Attendance, KPI, KBR, Appraisal, and Daily, Quarterly, and Yearly reports.
- Demonstrated a high degree of personal integrity, fostering a professional working environment by treating colleagues with respect.
- Processed penalty charge notices, appeals, and representations as part of the enforcement services.
- Role: Customer Service Representative
Call center superviser
Eca company / Insurance company
01.2016 - 01.2019
- Company Overview: Big Call Outsourcing, ECA Insurance Company, Morocco (Jan 2016-Jan 2019)
- Manage inbound/outbound customer contacts for life and health insurance policies, delivering compliant, empathetic service in French. Guide customers on quotations, eligibility, enrollment, claims status, reimbursements, policy changes, and beneficiary updates while meeting KPIs (AHT, CSAT, FCR, adherence). Perform accurate identity verification (KYC), capture FNOL/claims, explain coverage/exclusions, and schedule medical appointments/assessments. Triage and escalate complex medical or underwriting cases, coordinate with claims, underwriting, and provider networks, and ensure GDPR-compliant data handling. Use CRM and telephony tools to document interactions, track tickets, and follow up within SLAs. Contribute to QA and training, update knowledge base articles, and identify process improvements that reduce repeat contacts and complaint reopen rates. Multilingual support and de-escalation skills; known for clear explanations of policy terms and proactive follow-up until resolution.
- Team leadership and coaching - Escalation/de-escalation and complaint ownership - Real-time queue/booking monitoring and SLA control - QA evaluations, call monitoring, and calibrations - Training, onboarding, and knowledge base upkeep - KPI management: AHT, FCR, CSAT, QA, adherence - Reporting, dashboards, and trend analysis - CRM/telephony fluency; process and SOP improvement - Cross-team coordination with workshop/parts/service -
Customer service superviser
Alaqariya tv channel
01.2009 - 01.2011
- Lead a high-velocity inside sales/contact center selling TV commercial minutes and sponsorship slots. Own daily operations across inbound leads and outbound prospecting, driving pipeline, bookings, and revenue while meeting KPIs (connect rate, conversion rate, AHT, CSAT, adherence). Coach and manage agents on pitch, rate cards, inventory windows, and objection handling; run daily huddles, QA calibrations, and performance 1:1s. Coordinate with Sales, Traffic/Playout, and Finance to reserve inventory, confirm flighting, process IOs, and ensure on-time spot delivery. Implement scripts, CRM cadences, and follow-up workflows to lift conversion and shorten sales cycle. Monitor real-time queues and staffing to protect SLA and maximize talk time and productivity. Build dashboards for leads, opportunities, win rate, revenue, and utilization of ad inventory; report trends and actions to management. Ensure compliance with advertising standards and contract terms.
- Customer Service Supervisor
- Call Center Supervisor (TV Commercial Minutes Sales)
sales executive
standart chartered bank
02.2005 - 02.2007
- Started as Sales Executive in the Credit Card department (B2C), consistently exceeding monthly acquisition targets through prospecting, needs-based pitching, and swift onboarding. Recognized as a top performer within 6 months and promoted to Business Development Executive for the Payroll department (B2B). Led corporate acquisition of payroll accounts: identified target companies, built decision-maker relationships, delivered proposals, negotiated terms, and coordinated implementation with compliance and operations. Managed end-to-end sales cycle, from lead generation and KYC to account setup and cross-sell of cards, loans, and digital banking. Maintained strong pipeline hygiene in CRM, reported forecasts, and drove revenue growth while ensuring adherence to banking compliance and UAE Central Bank guidelines. Multilingual communicator with a track record of converting B2C success into scalable B2B.
- Sales to Business Development (Dubai, Banking)
Education
MBA - Project Management
Ecole de paris
12.2024
Skills
Team leadership and coaching
References
- Anmer, Alsayidah, Traffic manager, Ashghal public authority .
- Ali said after sales director ( waha for cars )
- Yousef, Uker, General manager of showroom (Waha for cars)
- Jean, hamilton, General manager of Emovis,
- Ali, Alamri, Ceo of Alaqariya TV
- Standerte chartered bank Rakesh
Timeline
Call center superviser
waha for cars
12.2024 - Current
Customer service agent
Emovis
10.2021 - 12.2024
Call center superviser
Eca company / Insurance company
01.2016 - 01.2019
Customer service superviser
Alaqariya tv channel
01.2009 - 01.2011
sales executive
standart chartered bank
02.2005 - 02.2007
MBA - Project Management
Ecole de paris