Rami Gad

Experience

• 

  Teleperformance

  Aug 2021 - Feb 2022

  Customer Service Agent

  -Addressed and resolved customer's issues, provided resolutions and alternatives-Worked to achieve high customer satisfaction rates by providing optimal customer service.

• 

  Proper Business Solutions

  Mar 2022 - May 2022

  Telesales Agent

  -Overachieved daily target of lead generation.-Collected data and sent it to the acquisition department to proceed with the process.

• 

  Sutherland

  May 2022 - now

  -Leading a team of 14 - 18 new hires.-Supporting the team in knowledge/technical inquiries.-Setting Improvement Plans using S.M.A.R.T targets to help BQAs achieve their KPIs.-Implementing RCA techniques on collected agent error data to identify knowledge gaps, then verifying with the SMEs to confirm knowledge gaps and arrange refreshers with the training department.-Responsible for building and delivering account level daily reports.-Building improvement presentations and present to account level BQAs.-Handling client escalated cases.-Monitoring queue when needed, insuring we meet delivery targets. Show less

  • Associate Manager - Account Management

    Oct 2024 - now

  • Lead - Account Management

    Dec 2022 - Oct 2024

  • Reservations Ticketing Agent

    May 2022 - Nov 2022