Mohamed Mustafa

Work History

Telus International Bulgaria

Sofia, Bulgaria

09.2020 - 09.2021

Snapchat Project
Reached high Quality score required by clients
Took lead over a team of 15 individuals: Coaching, mentoring and training the team
Analyzed quality and performance data to support operational decision-making
Developed and maintained quality assurance procedure documentation
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
Performed standard first article inspections and random sampling inspections to verify adherence to customer standards
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
Reviewing, analyzing, and reporting the performance of the team
Daily Ad revision.

Telus International Bulgaria

Sofia, Bulgaria

2017.10 - 2020.09

Projects: EA Games, Supercell, Epic Games
Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
Resolved concerns with products or services to help with retention and drive sales
Provided primary customer support to internal and external customers
Responded to customer calls and emails to answer questions about products and services:
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Clarified customer issues and determined root cause of problems to resolve product ce service complaints

Hubs

Amsterdam, Netherlands

06.2021 - Current

Working closely with our network of Manufacturing Partners during the production phase, to ensure orders are sourced and fulfilled on time and according to specifications
Monitoring open orders, proactively reaching out to our Project Managers to assure everyone is kept up-to-date on any changes that may occur during production
Answering any questions from Manufacturing Partners during and after production, using our in-house software via both email and phone
Collaborating with a cross-functional team of Mechanical Engineers, Supply Chain Managers, and Project Managers to ensure requests and issues are resolved as quickly as possible
Generated reports to track performance and analyze trends.
Collaborated with vendors to locate replacement components and resolve advanced problems.

Responded to customer inquiries and provided technical assistance over the phone and in person.