Nadiahalorafah has worked as an Operations Supervisor since 2018, where she oversees call center representatives, ensures they follow objectives and standards, answers questions, identifies issues, and prepares reports. She monitors performance, provides coaching, and takes corrective action when needed. Nadiahalorafah also works with other supervisors and management to support agents and maximize customer satisfaction.

1. N A D I A H A L O R A F A H
O P E R A T I O N S S U P E R V I S O R
Nadiahalorafah@hotmail.com
0537124207
2018 - PRESENT
2018 - 2017
W O R K
E X P E R I E N C E
training, and preparing call center representatives to respond to customer questions and
complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all call center objectives, performance standards,
and policies.
Answering agent questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and
taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine call center goals.
Working with other supervisors and management team members to support agents and maximize
customer satisfaction.
Answer incoming calls and respond to customer’s emails .
Management and resolve customer complaints .
Sell products and place customer orders in the computer system .
Identify and escalate issues to supervisors .
Provide product and service information to customers .
Research required information using available resources .
Research, identify, and resolve customer complaints using applicable software .
Route calls to appropriate resources .
Document all call information according to standard operating procedures .
Recognize, document, and alert the management team of trends in customer calls .
Follow up customer calls where necessary .
Complete call logs and reports.
CALL CENTER ( MAHARAH )
OPERATIONS SUPERVISOR ( MAHARAH )