Ali Hasan

As the Team Leader for the at Talabat, I lead the integration and performance development of newly certified customer service agents in the Contact Center. My responsibilities include: Leading and mentoring newly certified agents through their nesting period, ensuring seamless performance and effective integration into the team. Monitoring key performance indicators (KPIs) and driving agent success through tailored coaching sessions aimed at improving quality assurance (QA), customer satisfaction (CSAT), and average handle time (AHT). Delivering daily 1-on-1 coaching, providing actionable feedback to foster skill development and elevate performance. Analyzing performance reports to identify trends and gaps, taking proactive measures to support underperforming agents and implementing improvement actions. Conducting root-cause analysis to diagnose performance issues and develop strategic action plans to drive consistent improvements. Designing and implementing customized action plans for new agents, tracking progress and ensuring alignment with team goals throughout the nesting period Delivering process updates and on-the-job training to ensure agents stay current with any changes during their nesting period. Leading daily team briefings to share process updates, address common issues, and provide coaching to elevate team performance and CSAT scores. Monitoring and addressing DSAT scores, identifying dissatisfaction triggers, and providing targeted coaching to resolve customer concerns effectively. Administering mid-nesting graduation simulations to evaluate agent readiness, offering additional support and guidance where necessary to ensure competency and readiness for full-time roles.

I have developed a strong ability to communicate effectively and resolve issues efficiently. I thrive in fast-paced environments and am committed to providing exceptional service to customers, ensuring their satisfaction and loyalty. I am passionate about helping others and understand that excellent customer service is essential to the success of any organization. I always strive to exceed customer expectations and build lasting relationships. i this job a talabat project, i solve all customers issues.. folow up there orders and any issue in food or with riders behavaier, All customer financial problems in attempts to place orders or recover their money. We are evaluated and teams are identified through customers’ evaluation of our conversations, following the required application procedures in each case, and the speed of resolving the customer’s problem while he is satisfied.