Fady Samir

Results-driven contact center professional with 3+ years of progressive experience in AT&T Business Care operations, advancing from CSR to Trainer. Proven track record in team coaching, KPI management, and developing high-performing agents. Currently leading a batch of 11 trainees through structured onboarding while completing Concentrix's CoachCentrix and Launchpad IGNITE leadership development program.

Bilingual in Arabic and English (B2+), with strong interpersonal and presentation skills. Seeking to leverage deep operational expertise and coaching capabilities in a Team Leader role.

Trainer at Concentrix – AT&T Business Care (2024-01 – Present)

• Onboard and develop batches of up to 11 trainees (new hires & rehires) across Culture & Communication, Terminology, and Product Sales training tracks
• Design and deliver comprehensive training materials including CCT, PST, and role-play personality cards using structured ADDIE model methodology
• Monitor trainee performance, provide real-time coaching, and submit progress documentation via Pulse platform
• Manage KPI tracking for trainees using Excel (XLOOKUP, Pivot Tables) to conduct Root Cause Analysis and identify performance gaps
• Complete CoachCentrix and Launchpad IGNITE OTJ Training Journals (Parts 2–4) as part of a structured leadership development program
• Apply Concentrix's Triad coaching model and C.O.D.E. / WIN / HUBS feedback frameworks to drive continuous improvement

Subject Matter Expert (SME) at Concentrix – AT&T Business Care (2023-01 – 2024-12)

• Served as go-to knowledge resource for escalated AT&T Business Care inquiries, supporting agents on Telegence, OPUS CDE, LS-CRM, and FaST/MFaST systems
• Coached agents on AT&T-specific processes including RR (Repeat Rescue), CSAT optimization, AHT management, and PSBP protocols
• Identified knowledge gaps team-wide and contributed to updating internal training content for accuracy (RR, Installment Plans, IP Static/Dynamic)

RR Coach / Escalation Desk Associate at Concentrix – AT&T Business Care (2022-01 – 2023-12)

• Handled escalated customer cases, reducing churn through effective issue resolution and achieving consistent RR targets
• Provided live floor support and real-time coaching to peers on complex billing, technical, and service requests

Customer Service Representative (CSR) at Concentrix – AT&T Business Care (2021-01 – 2022-12)

• Managed inbound AT&T Business Care calls, consistently meeting CSAT, AHT, and RR KPIs
• Built strong product and system knowledge across AT&T wireline and business services

B.Sc. in Geochemistry – Minia University (2020-01 – 2024-12)