Ebrahim S Meah

A challenging career of making sure that customer service agents taking calls, chats and emails provide the best customer experience across the US by ensuring their quality scores remain above the desired quality parameters and percentages.

• Conduct evaluations to ensure that there are no process or compliance errors made by the agents and provide them with their respective quality scores along with feedback and corrective actions respectively.
• Analyze quality, performance data and send out weekly quality data along with positive call outs, areas of focus and top trends of all agents to the respective supervisors in order to increase the quality scores overall.
• Hold weekly calibration sessions with counterparts in the US and align based on the outcome and final scores.
• Responsible for critical reports to the senior management related to customer care and customer experience.
• Led process improvement projects and collaborated with different departments and teams to create an application specific to the QA team which reduced overall audit time.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Trained 50+ new hires on chat process and quality standards and provided constant support until they went live.
• Mentored 20+ associates as part of a program called "The Academy" who were keen in learning about QA process.
• Compile and distribute weekly feedback to team leaders and managers to improve service time and quality while increasing productivity of chat agents.
• Handle weekly allocation of calls and chats to the team and oversee agents who require assistance and help on a daily basis.
• Facilitate monthly fun activities, raising accesses of new team members, monthly team meetings, etc.
• Encouraged and coached team members on strategies and skills necessary to move up the ladder.

A critical process which dealt with maintaining accounts of brokers of AVIVA insurance who sent in payments, advised to modify/cancel policies, etc. and reconcile accounts at the end of every month in order to hit the desired target.

• Evaluated new credit requests and conducted client credit checks along with modifying and cancelling policies as well.
• Collaborated with 20+ insurance agents on inbound and outbound calls from Ireland for customer policy inquiries.
• Reconciled accounts of each broker at the end of every month by handling payments received along with policy changes.
• Worked with the underwriting team to get policies up and running and if any changes were required to the current policy.
• Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.