Omnia Ghoniem

• Determined correct procedures for inspection and review to standardized audit processes.
• Monitored departmental forms for compliance to submissions rules and guidelines.
• Compared quantity, quality and labeling of customer orders to check accuracy and completeness.
• Completed timely quality reports highlighting deficiencies and recommending corrective actions.

• Educated employees on specific QA standards and confirmed maintenance of standards.
• Updated inspection journals and daily summary logs with quality-related data.
• Promoted adherence to quality standards by educating personnel on quality control.

• Transformed existing processes and rebuilt platform to optimize information utility and process efficiency.
• Maintained the stable performance to achive the determined targets for over 20 agent from all KPI's aspects.
• Worked with technical resources to conduct root cause analysis and prevent future issues.
• Developed, tracked and analyzed variance of key performance measurements.
• Managed quality control process to drive accuracy of performance inputs.

• Working at Hyper Care department allows dealing with customers with specific demands and unresolved Issues which customers repetitive requested after multiple contacts they made to resolve it.
• Gained strong leadership skills by managing projects from start to finish, to improve the experience for the highly impacted customers who did not got the perfect solution through the contact center previously.

Worked for well known british telecommunication contact center account to gain the knowledge of the global accounts services and to start the journey in this field.

• Undergraduates Internship for couple of months, handled ticket sales outdoor for concerts, sports games and theatrical performances on a limited authority.