INES MOUELHI
United Emirates Experience
operation manager
In my current position as the Operation Manager and Certified Call Center Manager at Spectra Support Services,I have successfully managed a team of 30 female call center agents, setting performance goals for quality, speed and efficiency to meet client requirements. Additionally, I have monitored and recorded performance levels, statistics, and user rates of the call center, analyzing and forecasting information about budget statistics on a monthly or weekly basis. I have also taken corrective action as needed to ensure staff members are achieving desired service levels, preparing reports, and analyzing call center data to improve processes and maximize
customer satisfaction.
technical operation manager
As the Call Center Supervisor and Head Area Supervisor for the Beauty Center department, I am responsible for managing and supervising a team of 8 female call center agents, 2 receptionists, and 6 derma specialist nurses. I ensure the efficient booking and confirmation of auditor appointments, and supervise the procedures and services provided by the center. I organize work schedules, evaluate employee performance, and develop proposals for work policies to improve the efficiency of the team.
I communicate with other departments and employees to ensure smooth workflow and customer satisfaction. I participate in studies and research related to markets, products, and customers, and coordinate with the call center supervisor for auditor reservations. I prepare statistical and detailed reports on a daily, weekly, monthly, and annual basis regarding reservations and visitors. I manage the warehouse stock of materials used in the center's procedures and services, conduct quality checks, update inventory, and inform management of material shortages. Overall, I ensure the quality of services provided by the center, and work to solve emergency problems and improve customer satisfaction.
Education
Master's degree, Business Law University
As an experienced corporate lawyer, I possess the skills and expertise necessary to provide valuable guidance on governance matters and commercial contracts. My abilities in addressing due diligence inquiries and representing companies in legal matters, as well as my experience in preparing agreements for joint ventures, sales, share purchases, and other business activities make me an ideal candidate for a call center position.
I have extensive experience in performing negotiations with clients, providing advice on pension schemes and equity funds, and assisting with audit and tax filing activities. My expertise in handling company mergers and acquisitions and disposals, reviewing business transaction documents, nondisclosure agreements, and outsourcing agreements, along with recommending improvements to
operating policy and procedures, have enabled me to develop a keen sense of attention to detail and a solution-oriented approach.
