Call Center/Customer Service
Jamil Shawwa
9911 Dale Ridge Court. Vienna, VA 22181
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Email: ------------
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Summary of Experience:
Manage and Drive customers/Agents communication to fulfil both customers and company’s expectations.
Develop Sales, Techs and CSRs skills to reach and exceed goals and metrics.
Focus on QA/QC to get the job done right and from first interaction.
Coach and motivate team and provide performance reviews.
WORK EXPERIENCE:
Fusion Connect, Herndon, VA
NOC/Hosted Support Supervisor 02/2019-04/2020
Lead support services for Fusion Connect clouds services.
Drive customer resolution and escalations to a conclusion
Promote, enable and manage agent level (T1 and T2) performance to resolve customer issues.
Monitor phone and ticket queues; work with agents to ensure service levels are met.
When service levels are not being met, identify the causes and implement solutions whenever
possible.
Coach employees to improve performance, meet department standards, and assist with career
development and advancement
Provide discipline as needed to address employee performance and attendance issues
Terminix, Manassas, VA
Customer Service/Service Manager 08/2017- 07/2018
Managed techs performance, supported sales team and company’s out of state call centers
escalations; scheduled sold jobs to techs. Helped to lead branch operations to meet daily
monetary goals; conducted field visits (QC). Made sure branch is well- stocked with related
materiels to get jobs done. Managed and performed weekly and monthly QCs to confirm jobs
NOVEC, Manassas, VA
Customer Service Supervisor 10/2015-05/2017
Managed ACD CSRs and Billing specialists union call center for NOVEC (Northern Virginia
Electric Cooperative). Coached reps to meet service levels such as AHT, Abandoned rate,
Occupancy (Adherence to schedule) and attendance. Prepared monthly reports to VP of
Customer Service
VIP Communications, Ashburn, VA
Supervisor, Inbound Call Center Floor Operations 06/2014-03/2015
Managed 14 CSRs ACD day to day performance making international calls using prepaid calling
cards. Monitored 10 calls per rep per month and reported back to reps and call center manager
Analyzed trends in calls, behaviours, customers cash flow, customers credit cards issues on file.
Handled and prepared reports on escalations to empower reps and live up to customers
expectations and prevent repeat issues.
Advance Health-Fairfax, VA (Contract)
Call Center Shift Outbound Sales Supervisor 01/2013-05/2013
As a supervisor, I managed the day to day outbound/predictive dialer call center staff and
sales. Our job was to match and connect nurse practitioners, in multiple states, with Medicare
members and schedule appointments and strategically fill slots ahead and through two- three
weeks period.
Comcast Corporation Manassas, VA
Sales and Customer Service Inbound Call Center Supervisor 08/2008-01/2012
Managed agents service levels to meet and exceed company’s stated call center goals.
Helped managing Sales, Retention and Customer Care teams and worked with related field
techs in regards to timely and effectively rolling trucks to address issues and handle repairs.
Verizon Business/MCI Ashburn, Virginia
Manager, Executive Escalations Inbound Call Center, 09/2000- 02/2001
Managed a team of 12 account representatives who were responsible to monitor high paid
clients networks to meet SLAs, quality and identify issues before they become problems.
Columbia Energy Services Herndon, Virginia
Inbound Call Center Manager, 07/1999-02/2000
Responsible for managing outsourced call centers for approximately 300,000 customers.
Responsible for the performance of the outsourced Vendors. Helped to develop the RFPs for
the outsourced call center.
EDUCATION:
University of Iowa, College of Law, Iowa City, Iowa, Master of Laws (LLM) 1992
University of Cairo, College of Law, Cairo, Egypt, Bachelor of Law (LLB)
Jamil Shawwa
9911 Dale Ridge Court. Vienna, VA 22181
------------
Email: ------------
------------
Summary of Experience:
Manage and Drive customers/Agents communication to fulfil both customers and company’s expectations.
Develop Sales, Techs and CSRs skills to reach and exceed goals and metrics.
Focus on QA/QC to get the job done right and from first interaction.
Coach and motivate team and provide performance reviews.
WORK EXPERIENCE:
Fusion Connect, Herndon, VA
NOC/Hosted Support Supervisor 02/2019-04/2020
Lead support services for Fusion Connect clouds services.
Drive customer resolution and escalations to a conclusion
Promote, enable and manage agent level (T1 and T2) performance to resolve customer issues.
Monitor phone and ticket queues; work with agents to ensure service levels are met.
When service levels are not being met, identify the causes and implement solutions whenever
possible.
Coach employees to improve performance, meet department standards, and assist with career
development and advancement
Provide discipline as needed to address employee performance and attendance issues
Terminix, Manassas, VA
Customer Service/Service Manager 08/2017- 07/2018
Managed techs performance, supported sales team and company’s out of state call centers
escalations; scheduled sold jobs to techs. Helped to lead branch operations to meet daily
monetary goals; conducted field visits (QC). Made sure branch is well- stocked with related
materiels to get jobs done. Managed and performed weekly and monthly QCs to confirm jobs
NOVEC, Manassas, VA
Customer Service Supervisor 10/2015-05/2017
Managed ACD CSRs and Billing specialists union call center for NOVEC (Northern Virginia
Electric Cooperative). Coached reps to meet service levels such as AHT, Abandoned rate,
Occupancy (Adherence to schedule) and attendance. Prepared monthly reports to VP of
Customer Service
VIP Communications, Ashburn, VA
Supervisor, Inbound Call Center Floor Operations 06/2014-03/2015
Managed 14 CSRs ACD day to day performance making international calls using prepaid calling
cards. Monitored 10 calls per rep per month and reported back to reps and call center manager
Analyzed trends in calls, behaviours, customers cash flow, customers credit cards issues on file.
Handled and prepared reports on escalations to empower reps and live up to customers
expectations and prevent repeat issues.
Advance Health-Fairfax, VA (Contract)
Call Center Shift Outbound Sales Supervisor 01/2013-05/2013
As a supervisor, I managed the day to day outbound/predictive dialer call center staff and
sales. Our job was to match and connect nurse practitioners, in multiple states, with Medicare
members and schedule appointments and strategically fill slots ahead and through two- three
weeks period.
Comcast Corporation Manassas, VA
Sales and Customer Service Inbound Call Center Supervisor 08/2008-01/2012
Managed agents service levels to meet and exceed company’s stated call center goals.
Helped managing Sales, Retention and Customer Care teams and worked with related field
techs in regards to timely and effectively rolling trucks to address issues and handle repairs.
Verizon Business/MCI Ashburn, Virginia
Manager, Executive Escalations Inbound Call Center, 09/2000- 02/2001
Managed a team of 12 account representatives who were responsible to monitor high paid
clients networks to meet SLAs, quality and identify issues before they become problems.
Columbia Energy Services Herndon, Virginia
Inbound Call Center Manager, 07/1999-02/2000
Responsible for managing outsourced call centers for approximately 300,000 customers.
Responsible for the performance of the outsourced Vendors. Helped to develop the RFPs for
the outsourced call center.
EDUCATION:
University of Iowa, College of Law, Iowa City, Iowa, Master of Laws (LLM) 1992
University of Cairo, College of Law, Cairo, Egypt, Bachelor of Law (LLB)