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mohammed_mashal

Mohammed M

@mohammed_mashal

Realtime Analyst

Turkey
Arabic, English
About me
I am a dedicated Real-time Analyst and Workforce Manager with over six years of experience in customer support operations. I specialize in real-time monitoring, schedule planning, and operational efficiency to ensure continuous service coverage. I have a proven track record of onboarding new team members and resolving technical issues in remote-ready environments.... Read more

Skills

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mohammed_mashal
Mohammed M
Offline • 
Average response time: 3 hours

See my services

Web Research
I will do professional web research and data collection
From$20 / projectMore details
Translation
I will translate english to arabic and arabic to english
From$5 / projectMore details

Work experience

Teleperformance

Teleperformance

Full-time • 6 yrs 6 mos

Monitoring Specialist

Jan 2022 - Present • 4 yrs 9 mos

Monitored customer service queues to ensure continuous coverage, approved offline activities based on staffing availability, planned schedules and CSR break allocations to maintain operational efficiency, prepared and delivered presentations for clients and supervisory teams, trained and onboarded newly recruited RTAs to perform the role independently, and proactively identified and resolved potential issues before they impacted operations.

Customer Support Representative

Apr 2020 - Jan 2022 • 1 yr 9 mos

Provided customer service via voice channels (inbound and outbound calls) during the first three months, before being promoted to a chat support role delivering assistance through live chat, email, and social media platforms.