Osamah Al Ansari

• Oversaw daily operations of the call center to ensure optimal performance and efficiency.
• Developed and maintained reports on key performance indicators (KPIs) to track operational effectiveness.
• Served as a subject matter expert and point of escalation for complex customer issues, providing guidance to agents when needed.
• Oversaw recruitment efforts for new hires, ensuring proper onboarding procedures were followed for seamless integration into the team.
• Reduced average handle time with targeted coaching sessions, improving overall call center efficiency.
• Conducted regular performance reviews, identifying areas of opportunity for agents'' professional development.

• Oversee and ensure that desired customer delight by providing satisfactory response to customer interaction.
• Evolve and improve more effective work process for improving customer interactions.
• Receive and resolve customers escalated calls and work on the issue by interacting with the client and escalate the customer issue.
• Track, follow up and ensure closure of complaints in timely manner

During that period worked at procurement and contracts department and was trained to do:

• Reviewed quotes from contractors to obtain best pricing and service for organization.
• Prepared contracting reports and disseminated to upper management.
• Collaborated with materials purchasing specialists to meet production requirements and quality standards.
• Controlled digital access, used confidential waste bins and shredders, and locked document storage cabinets to protect confidential files, reports and fiscal data.
• Updated and maintained database of existing and potential vendors in Oracle system.
• Inputted new information into company's database using Oracle system and SharePoint, verifying accuracy and integrity of data prior to uploading.