Work experience

• Call Center Supervisor

  ASUS

  2024.01-2025.01

  (a year)

  Monitor agent performance (call handling,adherence to scripts, compliance). Provide coaching & feedback to improve agent skills. Motivate & engage agents to maintain high morale. Schedule shifts & manage breaks to ensure proper staffing. Handle escalations from customers or agents when needed. Review call recordings & evaluate performance based on KPIs (e.g.,CSAT,DCAT, AHT). Monitor real-time metrics (call volume, waittimes, abandonment rates). Ensure proper use of CRM & call center software. Conduct onboarding & refresher training for agents. Identify skill gaps and arrange targeted training sessions. Stay updated on product/service changes to guide the team.
• Senior Customer Care Executive

  Telia

  2021.01-2024.01

  (3 years)

  Exceeded performance targets consistently, earning recognition as a top performer within the department Collaborated with cross-functional teams to address complex customer inquiries, resulting in timely solutions Mentored junior team members, improving overall team performance and cohesiveness Arabic Danish German English Swedish Quality Control Call Management Technical Support RMA management Machin Knowledge Problem Resolution Critical Thinking Products knowledge Information Security AI Tools & Knowledge Computer Proficiency Administrative Support
• Help Desk Support Specialist

  Tekniska Verken

  2018.01-2021.01

  (3 years)

  Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers. Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques. Configured hardware, devices, and software to set up work stations for employees. Patched software and installed new versions to eliminate security problems and protect data. Demonstrated flexibility in adapting to changing priorities or new procedures within the organization. Contributed ideas for continuous improvement initiatives within the help desk department.
• IC- Technology Technician

  Ericsson

  2015.01-2018.01

  (3 years)

  Conducted regular maintenance on computer systems, ensuring optimal operation and minimizing downtime. Enhanced network performance by troubleshooting and resolving technical issues in a timely manner. Assisted in the migration of data from legacy systems to new platforms, ensuring seamless integration and minimal disruption to users. Promoted a culture of continuous improvement by proactively identifying opportunities for process optimization within the IT environment. Implemented system upgrades for improved functionality and increased security measures. Participated in business continuity planning efforts, assisting in the development of disaster recovery strategies for IT systems.
• Call Center Executive

  The Swedish Association of Road Transport

  2014.01-2015.01

  (a year)

  Contributed to the development of new training materials, resulting in increased employee engagement and productivity. Implemented creative solutions for unique customer challenges, leading to increased satisfaction scores and repeat business. Boosted overall call center efficiency through active participation in quality assurance initiatives and process improvements. Delivered outstanding results in first-contact resolution rates by actively listening to customers' needs and addressing concerns promptly. Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
• Information Technology Specialist

  Scania Group

  2012.01-2014.01

  (2 years)

  Configured hardware, devices, and software to set up work stations for employees. Managed hardware and software inventory, ensuring timely updates and replacements as needed. Maintained servers and systems to keep networks fully operational during peak periods. Explained technical information in clear terms to promote better understanding for non- technical users. Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades. Developed customized software solutions for improved business processes and increased productivity.
• Sales Program Manager

  movenpick hotels & resorts

  2009.01-2012.01

  (3 years)

  Define and implement sales programs aligned with business goals. Develop go-to-market (GTM) strategies for new products/services. Ensure sales teams have clear targets, KPIs, and action plans. Work with Marketing, Product, and Operations teams to align sales initiatives. Conduct workshops on product knowledge, objection handling, and closing techniques. Ensure CRM (Salesforce, HubSpot) is optimized for tracking and reporting. Monitor sales metrics (conversion rates,pipeline health, win/loss analysis). Generate reports for leadership on program effectiveness.

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