Mennatalla Gomaa

Team Lead

• Job Details:Lead a team of 15+ agents in delivering chat-based support to customers of a major U.S. retail client. Analyze and track team KPIs (AHT, CSAT, QA) to ensure service excellence and meet SLA targets. Conduct one-on-one coaching sessions, performance improvement plans (PIPs), and create customized development tracks to support individual agent growth. Act as the key liaison between operations, quality assurance, training, and workforce teams to ensure unified performance standards.

Subject Matter Expert

• Job Details:Provided frontline agents with real-time support on complex policy issues, system navigation, and customer resolutions, ensuring high accuracy and fast handling. Recognized as best SME two months in a row, based on agent feedback and team performance metrics.

Customer Support Representative

• Job Details:Delivered chat-based customer support for Walmart’s online services. Managed high-volume inquiries with professionalism, consistently exceeding CSAT goals.