Rayen Hana Talhi

EXPERIENCE
Head of the Call Center Jan 2021 – Dec 2023
Approve Ninja, Kyiv, Ukraine
Decision making regarding agents, processes, technology and the future. Coordinating the contact center management team at all levels.
Ensuring KPIs are met or exceeded and overseeing recruitment.
Budgetary,profit and loss management.
Quality Assurance Analyst/Team Leader Jan 2019 – Jan 2021
Approve Ninja Kyiv, Ukraine
Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
Supports and communicates business goals, quality standards, processes and procedures
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Provides performance expectations, action plans and development plans to improve call quality
Customer Support Manager
Algérie Télécom Annaba, Algeria
Managing large amounts of calls in a timely and effective manner.
Identifying customer needs and researching customer problems and providing the right solutions to customers.
Memorize scripts for products and services and meet team qualitative and quantitative targets
EDUCATION
Marketing and Comunication Sep 2018 – Jun 2022 Mezhdunarodnaya Akademyya Marketynha Kyiv, Ukraine
Master Degree Toxicology Sep 2013 – Jun 2018 Bedji Mokhtar University Annaba, Algeria
SKILLS
Strategic thinking and problem solving.
Relationship building, sales and business development strategy. Team management and leadership Creative and innovative thinking. Effective communication and negotiation.
LANGUAGES
Arabic English
French
Russian
Apr 2017 – Dec 2018
Call Center
Rayen Hana Talhi
Phone: +974 71918585
Email: [email protected]
Address: Doha, Qatar