Experience as Team leader Call Center

• Employer

  Ajman Bank PLC

• From

  01 June 2016

• To

  09 February 2020

• Detail

  Provide leadership and direction to employees, supervising activities to drive productivity and efficiency.
  • Ensure the effective and efficient running of the Call Centre daily operation.
  • Build client loyalty by providing recommendations and alternatives to contacted clients
  • Schedule and organize shift patterns for the team members to ensure that customers are never left unattended.
  • Deliver all organization’s products, services, procedures, guidelines and communicate the same to all team members.
  • Monitor all calls to ensure that due diligence and quality standards are strictly adhered to.
  • Coordinating with customers to ensure retention by offering discounted and customize offers.
  • analyze customer feedback, negotiate with customers, implement retention strategies, and compile reports for
  managers.
  • Ensure to prevent the customer from switching to competitor.
  • Organize training sessions/refreshers for all agents and participate in recruitment of new call center agents.
  • Recommend and coordinate with the ITD to purchase gadgets to enhance job performance at the call center.
  • Conduct regular review of all call center agents calls & performance and organize training sessions for under
  performers.
  • Submit weekly, MTD and YTD reports to the management and seek new ideas and strategies to improve
  performance at the center.
  • Keep up with the trends and happenings in the industry and ensuring adherence and validate to the same standards
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team
  members.
  • Prepare forecasts and budgets for the call center unit.

Experience as Administration

• Employer

  Ajman Bank PLC

• From

  21 March 2010

• To

  09 February 2020

• Detail

  Manage and administer day-to-day functions and operations of the bank.
  • Interact and communicate the external stakeholders through emails, telephone, and in-person meetings, as well as
  interact with internal bank employees to support, facilitate all the requirements and resolve the concerns.
  • Maintaining and organizing the databases and files related to projects, LPO’s & invoices.
  • Manage the operational duties with efficiency through an effective manner such as coordinating board meetings,
  travel itineraries and agenda plans.
  • Prepare the invoices/receivables of the payments to finance and to document and update the account of
  statement and follow up for the closure.
  • Ensure all transactions and tasks regarding petty cash and issue the purchase orders to support timely
  administrative task completion.
  • Upload documents into digital storage and prepare orders for office stationeries including pantry and other
  maintenance related requests.
  • Provided administrative support, including processing purchase orders, service contracts and financial reports.
  • Manage effective vendor management and cost negotiation to ensure periodic contracts/agreement review for renewal.
  • Keeping track of receipts of office expenses or expenses incurred by managers or executives
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  • Arranging reimbursement to employees for work-related expenses