Michael Maher Naguib

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AI Monitoing and Training Specialist (Contractor)

Outlier AI

Nov 2024 - Current (1 year 9 months)

• Monitored AI performance to ensure accuracy, reliability, and compliance with predefined standards.
Quality Assurance Analyst & Floor Support

Vodafone UK

Jul 2024 - Sep 2024 (3 months)

• Listened to calls, rated them, analyzed mistakes and identified areas for improvement. • Analyzed day-to-day performance across the campaigns. • Coached on team and individual levels to ensure KPIs (Key Performance Indicators) were met. Additionally, utilized CRM (Customer Relationship Management) systems, specifically Siebel, to monitor agents and ensure the highest call quality, thereby enhancing overall team performance and customer satisfaction.
Subject Matter Expert (SME) & Floor Support

Vodafone UK

Sep 2023 - Jul 2024 (11 months)
International Call Center Advisor

Vodafone UK

Mar 2021 - Current (5 years 5 months)

• Utilized Siebel CRM to enhance customer satisfaction and promote positive customer experiences. • Solved customer queries as a front-line agent from the first call, achieving a high promoter score. • Increased sales across multiple campaigns, surpassing UK site benchmarks. • Delivered new project training and business updates to operations teams. • Validated credits before applying them to customer accounts. • Boosted team performance by conducting sessions that positively impacted all queues. • Recognized as the top performer for 15 consecutive months. Additionally, leveraged virtual assistance skills to provide technical support, helping colleagues troubleshoot errors in their work applications and guiding customers through technical is

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Michael Maher Naguib

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