Maha Abodeeb

Quality Analyst Lead

• Job Details:Conducted in-depth data analysis to identify trends and root causes, leading to a 15% reduction in error rates across teams. Developed and implemented data-driven quality improvement strategies, enhancing customer satisfaction scores (CSAT) by 20%. Created performance dashboards to track key quality metrics, providing actionable insights for leadership and stakeholders. Analyzed agent performance data to identify training needs, resulting in a 25% improvement in first-call resolution (FCR) and high ranking across sites. Streamlined reporting processes by automating data collection and analysis, saving 10+ hours per week in manual work. Leveraged data insights to predict and mitigate operational risks, ensuring consistent quality and service delivery. Collaborated with cross-functional teams to align analytical findings with strategic goals, driving measurable improvements in quality and efficiency.

Quality Analyst

• Job Details:Utilized strong analytical skills, technical expertise, and data-driven insights to improve service quality and resolution rates, enhancing customer satisfaction and operational efficiency in a fast-paced tech support environment.

Technical Support Specialist

• Job Details:Leveraged technical expertise, problem-solving skills, and effective communication to resolve customer issues efficiently, resulting in a 25% improvement in first-call resolution rates and increased overall customer satisfaction.