AFSAL MT
Arabic Language Expert
Malappuram
Summary
Experienced Arabic language expert with a strong background in customer support, translation, and quality analysis. Holds a Bachelor's in Arabic from the University of Calicut and a Master's from EFL University. Proficient in Modern Standard Arabic, Saudi Arabian, and Egyptian dialects, with excellent communication skills in Arabic and English.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Customer Service Subject Matter Expert
Wipro
03.2021 - 10.2024
- Evaluate customer support interactions: Review phone calls, emails, and chat conversations.
- Give scores and feedback to help the team understand areas for improvement
- Identify areas for improvement: Analyze trends and patterns in customer support interactions to identify areas where the team can enhance their performance.
- Track and report: Keep track of quality metrics and generate reports to track performance trends and highlight areas for improvement.
- Support training initiatives: Collaborate with the training team to develop and deliver training programs.
- Ensure compliance: Ensure that the customer support team follows company policies, procedures, and industry regulations.
- Collaborate with stakeholders: Work closely with cross-functional teams, including operations, training, and quality assurance.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
Education
Certification - Large Language Model
Oneforma
Gondia, India 04.2001 -
Translation Course
Malappuram Academy of Excellence
MA - Arabic
EFL University Hyderabad
01.2019 - 03.2021
BA - Arabic
Calicut University
03.2017 - 03.2019
Skills
Google Workspace (G Suite)
Interests
- Reading: Passionate about reading fiction and non-fiction in Arabic, English, and Malayalam.
Timeline
Customer Service Subject Matter Expert
Wipro
03.2021 - 10.2024
MA - Arabic
EFL University Hyderabad
01.2019 - 03.2021
BA - Arabic
Calicut University
03.2017 - 03.2019
Certification - Large Language Model
Oneforma
04.2001 -
Translation Course
Malappuram Academy of Excellence
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