Sami Alodeh

• Manage daily SLA for Inbound calls, emails &
chat (Voice & Multimedia)
• Monitoring, organizing, and coaching the
inbound team on a day-to-day basis
• Prepare dashboard presentation for a monthly
team performance review with the management
• Encouraging, supporting, and motivating actively
one's peer team
• Handling escalation calls, complaints, questions,
and queries as necessary
• Process daily service requests and work hand to
hand with the operations team to action urgent
requests
• Facilitating cross-functional communication
among employees for improved working
condition
• Documenting general reports on each team
member's performance and KPIs and 1 to 1
meetings with each team member
• Conduct at least 1 team meeting and quality
calibration with the team members every month
• Evaluate overall “Quality Assurance” of the
inbound calls and provide feedback as required
• Managing an inbound team of over 40 team
members

Team Leader
Cupola Teleservices Limited - RTA Call Center, Dubai

Bachelor of Science: Accounting