About
Dedicated and results-oriented Customer Service Supervisor with nearly two years of experience at Sutherland on the Comcast account. Promoted multiple times due to outstanding performance, leadership, and communication skills. Recognized by the client for excellence and consistently ranked in the Top 3 performers every fiscal as an agent. Successfully launched both the Retention and Repair departments and mentored new hires as a PAL (Peer Assistance and Learning) trainer. Fluent in English, with a proven ability to lead teams, manage escalations, and drive exceptional customer experiences.
What I'm looking for
Seeking a leadership role as an Operations Manager or Customer Success Manager where I can leverage my experience in team development, process optimization, and operational excellence to drive performance, boost customer retention, and scale high performing teams.
Experience
Customer Service Supervisor
Sutherland Global Services - Comcast Account
Jan 2023 – Present
- Supervise a high-performing team handling escalated calls and complex customer issues.
- Deliver regular coaching, QA reviews, and feedback to improve team performance.
- Enforce escalation desk protocols and ensure policy compliance across the board.
- Spearheaded the launch of the Retention and Repair departments, helping to build workflows and train teams.
- Conducted onboarding and peer training sessions as a PAL Trainer, supporting the development of new agents.
CoachingQuality AssuranceOperations LaunchEscalation HandlingCustomer ExperienceCRM Platforms
Education
College of Fisheries and Aquaculture Technology - AAST
Bachelor's Degree · Fisheries Technology
2022
Skills
ZendeskSalesforceQuality AssurancePeer TrainingOperations LaunchCoachingEscalation HandlingLeadershipCustomer Experience
Languages
English (Full professional proficiency)Arabic (Native or bilingual proficiency)
