Sara Elagbani
Laval,Canada
Summary
Motivated professional with strong customer service, leadership, and problem-solving skills seeking a role to drive team success and individual excellence, improve customer satisfaction, and contribute to business growth. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training, and production scheduling. Sets an example for work ethic, punctuality, and quality.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Leader
MSi CORP
Ottawa
08.2023 - 07.2024
- Led a team of 18 call center agents by establishing priorities, maintaining schedules, and monitoring performance with the aim of improving skills.
- Guided employees in setting goals and provided continual support.
- Maintained KPI compliance of monitoring calls, attaining target metrics by sustaining Quality evaluation at 85%.
- Participated in monthly calibration meetings with Team Leaders to enhance scoring, consistency, and implementation of best practices.
- Managed interactions with callers, clients, and colleagues to facilitate a productive work environment.
- Increased monthly sales and contributed to achieving team targets.
- Took initiative in identifying gaps and implemented necessary actions through training and process development.
- Exceeded sales targets regularly, aiding the team's overall success.
- Developed strategies for problem solving and conflict resolution among team members.
- Developed strategies to increase first contact resolution rates.
Resource Associate
MSi CORP
Ottawa
08.2021 - 07.2023
- Handled all incoming calls from 250 agents who required guidance for customer queries.
- Identified and supported team leaders, coaching agents on specific areas of opportunity.
- Coached and developed new graduates from training classes while in Academy Bay.
- Conducted call listening for quality purposes and provided feedback as required for success.
- Used time management skills, able to multitask in a fast-paced environment.
- Acted as a subject matter expert, assisting new team members in acclimating to their roles.
- Monitored calls for quality assurance purposes.
- Analyzed customer feedback data to identify trends in customer service issues.
- Resolved escalated customer complaints in a timely manner.
Call Centre Agent
MSI Corp
Ottawa
02.2021 - 07.2021
- Attended regular training sessions to stay updated on industry and organizational changes.
- Coordinated installation schedules effectively between customers and technicians
- Participated in daily huddles, fostering collaboration and alignment among team members on shared goals and objectives.
- Effectively managed multiple customer service related issues by delivering prompt assistance through phone communication channels.
- Addressed and resolved customer complaints in a timely manner, ensuring maximum customer satisfaction.
- Utilized strong call control skills to effectively address problems and execute scripted resolutions in a timely manner.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Supervisor
Tim Hortons
Ottawa
02.2015 - 07.2019
- Planned, directed, and coordinated manufacturing operations and activities for multiple employees.
- Ensure timely and safe completion of tasks through supervision of team members.
- Evaluate staff performance, provide training, and set and manage productivity standards.
- Prioritize, assign, and review duties and work activities to meet productivity and quality goals.
- Directed and supervised team of 15 employees in daily operations.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
Sales Associate
Carlton Cards - Carlingwood Shopping Mall
Ottawa
01.2018 - 12.2018
- Provided accurate information about products, prices and services.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Greeted customers and provided exceptional customer service.
Education
Diploma Hospitality Management -
Algonquin College
04.2016
Skills
- Business Goals
- Group Training
- Interdepartmental Communication
- Work Commitment
- Process Development
- Employee Coaching
- Process Improvement
- Providing Assistance
- Training Delivery
- Training Initiatives
- Communicate Verbally
- Supervisory
- Writing
- Identify Opportunities
- Quality Assurance
- Technical Skills
- Performance Improvement
- Employee Performance
- Articulate
Certification
- Coaching Accreditation, MSI Corp, 10/01/23
- Coaching and Mentoring, MSI Corp, 11/01/23
- Leadership and Influence, MSI Corp, 01/01/24
Languages
- English (fluent)
- French (limited working)
Training
Clifton Strengths, MSI Corp, 12/01/23
Languages
English
Professional
French
Limited
References
References available upon request.
Timeline
Team Leader
MSi CORP
08.2023 - 07.2024
Resource Associate
MSi CORP
08.2021 - 07.2023
Call Centre Agent
MSI Corp
02.2021 - 07.2021
Sales Associate
Carlton Cards - Carlingwood Shopping Mall
01.2018 - 12.2018
Supervisor
Tim Hortons
02.2015 - 07.2019
- Coaching Accreditation, MSI Corp, 10/01/23
- Coaching and Mentoring, MSI Corp, 11/01/23
- Leadership and Influence, MSI Corp, 01/01/24
Diploma Hospitality Management -
Algonquin College
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