Zeinab Mohammad Saber

Call Center SupervisorFull Time

• Job Details:Managing and operating two major accounts: Al-Hayat Medical Center (Riyadh): Leading customer service operations, coordinating patient appointments, and ensuring an excellent end-to-end patient experience. Dunkin' (Saudi Arabia): Optimizing customer experience, monitoring order flows, and overseeing multi-channel support operations. Key Responsibilities: Leading a diverse team of agents from multiple nationalities, ensuring clear communication and cultural alignment across operations. Monitoring SLA compliance to maintain service quality and meet contractual obligations. Tracking and improving key performance indicators, including AHT (Average Handle Time) and FCR (First Call Resolution). Training and coaching customer service teams to enhance efficiency, soft skills, and service consistency. Managing escalations and critical case resolutions, ensuring high customer satisfaction and timely follow-up. Coordinating cross-functional workflows to streamline processes and enhance overall call center performance.

Sales TeamleaderFull Time

• Job Details:Supervised a team of 20 agents and ensured daily and monthly operational targets were consistently met. Managed support operations across 10+ countries, delivering service in Arabic, English, and Urdu. Set clear performance goals to achieve required confirmation rates and improve service consistency. Delegated tasks strategically to enhance team productivity and operational efficiency. Monitored daily reports and conducted performance analysis to drive continuous improvement. Focused on enhancing service quality and refining customer care processes to boost satisfaction. Led daily and weekly performance meetings to address challenges and align on improvement plans. Compiled and submitted detailed performance reports to senior management on a daily basis.

Operation team leaderFull Time