Safa Alaali
Summary
Senior Operations Team Leader with over 3 years of experience overseeing 150+ staff and consistently achieving organizational goals. Demonstrated expertise in maintaining key performance indicators, enhancing team productivity, and effectively addressing customer issues. Proficient in data reporting and analysis to identify improvement opportunities and drive performance enhancements. Established history of increasing operational efficiency and ensuring compliance with standards.
Overview
7
7
years of professional experience
Work History
Operation Senior Account Leader
Gulf Customer Experience
Muharraq
02.2021 - 06.2025
- Oversee daily call-center operations, ensuring seamless service delivery.
- Analyzed daily, weekly, and monthly performance reports.
- Communicate results to managers, and provide suggestions based on the report's findings.
- Ability to handle multiple tasks and meet deadlines.
- Ensuring that the service level targets are achieved as set by the business.
- Work closely with other departments to ensure a cohesive customer experience.
- Conducted weekly meetings with clients to ensure satisfaction with services provided.
Customer Service Team Leader
Gulf Customer Experience
Muharraq
06.2020 - 01.2021
- Providing leadership, guidance, and support to a team of customer service representatives.
- Monitored real-time queues, agent performance, and service-level metrics, driving KPI improvement.
- Collaborated with cross-functional teams (Quality, Training) to ensure agents relay accurate, up-to-date information to customers.
- Conducted regular quality & call-monitoring audits while providing consistent mentoring and coaching to elevate staff performance.
- Handle escalated customer issues, and ensure timely resolution.
- Schedule shifts, manage attendance, and ensure full coverage.
E-Commerce – Social Media Specialist
Gulf Customer Experience
Muharraq
02.2019 - 05.2020
- Providing customer support via social media channels (Twitter, Instagram, Facebook, Whatsapp, and Snapchat).
- Resolve customer’s issues.
- Escalate unresolved issues to the appropriate internal teams.
- Collect prompt and accurate feedback from customers.
- Working along Quality Assurance (QA) team to assess product problems and brainstorm solutions.
- Superior expertise in process improvement, analysis, and efficiency optimization.
- Demonstrated excellence in Quality Improvement; NPS (Net Promoter Score); Customer Survey.
Customer Service Representative
Gulf Customer Experience
Muharraq
11.2018 - 01.2019
- Obtains client information by answering telephone calls.
- Informs clients by explaining procedures; answering questions; providing solutions.
Education
Bachelor of Business Administration -
Arab Open University
A’ali, BahrainSkills
- Leading, communication skills, customer service, reporting and analysis, time management, and problem-solving
Tools and systems proficient in
- Calls system: Five9, X-Lite
- Emails, ticketing system: Freshdesk, Zendesk, Kustomer
- WhatsApp: Genesys, LivePerson
- Social media: Kustomer
- Reporting system: Kustomer, FreshDesk, and Five9
- Microsoft Excel
Timeline
Operation Senior Account Leader
Gulf Customer Experience
02.2021 - 06.2025
Customer Service Team Leader
Gulf Customer Experience
06.2020 - 01.2021
E-Commerce – Social Media Specialist
Gulf Customer Experience
02.2019 - 05.2020
Customer Service Representative
Gulf Customer Experience
11.2018 - 01.2019
Bachelor of Business Administration -
Arab Open University
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