Rahma Hamza

Background

About Rahma Hamza

As a dedicated BPO Call Center Trainer with a strong background in customer service and escalations, I specialize in developing and delivering dynamic training programs that drive performance and elevate the customer experience. My expertise lies in enhancing agent skills through data-driven insights and targeted coaching, with a focus on key metrics such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT). I am passionate about empowering frontline teams to excel by providing them with the knowledge, resources, and support they need to succeed.Core Expertise-Instructional Design & Delivery: Designed and led engaging training for new hires and ongoing performance improvement, with a focus on soft skills-Performance Analysis: Utilized call center metrics (FCR, CSAT) to identify knowledge gaps and tailor training for maximum impact-Coaching & Development: Provided real-time, on-the-spot coaching and performance feedback to improve agent knowledge and call handling-Operational Collaboration: Worked closely with team leaders and quality teams to align training with organizational objectives and drive process improvements.