Lubna Alzeer

• Handle daily supervision and promote the development of advisors • Day to day staff supervision • Identify staff training and development needs • Monitor and measure Advisor level performance • Provide regular coaching. • Provide formal and informal performance feedback, both teams based and one-to-one, and take corrective action as required • Measure and report on call center performance. • Conduct employee one on one's and yearly focal reviews. • Monitor Advisor calls transaction.

- Coaching individuals through observation, feedback, mentoring, and task demonstration. - Evaluate transactions and quality accuracy through the use of the client's tool. - Supporting Quality Managers in analyzing individual and program-level data, finding areas of opportunity, and addressing them through additional training, roundtables, or workshops. - Handle calls in your own skill group when business needs are present. • Lead teams and manage advisors' Key performance indicators (KPI) Roles

Responsible for handling technical support and support related questions for customers from different countries; through calls and emails and communicate with the global authorized resellers and service providers. Receiving escalated issues from other colleagues and give exceptions for customers to increase the customer satisfactions. Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and of the customer

Responsible for handling technical-support and support related questions for Clients customers and Partners Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction