Ahmad Shakhwer

Monitored real-time queues, intra-day staffing, and SLA metrics for a massive 1,400-agent account, gaining hands-on operational exposure.

Tracked agent adherence and schedule compliance, identifying and flagging variances to floor leadership to help maintain optimal service levels.

Utilized workforce management tools to assist in real-time decision-making, routing adjustments, and comprehensive intra-day reporting.

Led, coached, and managed a team of agents within a large-scale account of 450+ agents, driving performance across core KPIs (CSAT, AHT, and Quality Assurance).

Conducted daily floor management, 1-on-1 coaching sessions, and performance reviews, successfully improving team metric delivery and adherence.

Handled real-time agent escalations and fostered a motivating environment to reduce floor burnout and attrition.

Designed and delivered comprehensive training curriculums for new hires and existing agents on the 450-agent account, focusing on critical product knowledge and essential soft skills.

Managed the crucial nesting phase for new hire classes, significantly accelerating their speed-to-proficiency and ensuring a smooth transition to the production floor.

Facilitated skill development and knowledge transfer, directly impacting agent readiness and overall team performance within the call center environment.

Handled high-volume inbound customer queries, consistently meeting or exceeding individual CSAT, QA, and resolution targets.

Gained deep, firsthand knowledge of frontline call center dynamics, customer pain points, and essential floor tools, providing a foundational understanding of call center operations.

Resolved diverse customer issues efficiently and accurately, enhancing customer satisfaction and contributing to positive service outcomes.