Experience as Call Center Manager

• Employer

  NTA Consultancy

• From

  01 May 2019

• To

  01 December 2019

• Detail

  - Reduced the cost by 16% by eliminating defects, developing the staffing & recruiting plan and applying disciplinary actions on outliers.
  
  - Hires, trains, prepares and motivates staff members to provide excellent service to customers.
  - Project planning, resource management, time management & risk management activities.
  - Review & implement improvements to existing business programs.
  - Provides assistance in the maintenance and support of business systems.
  - Identify knowledge gaps and conduct appropriate training for professional growth.
  - Assess business challenges and risks and develop mitigation plans.

Experience as Team Leader (Officer)

• Employer

  Etisalat UAE

• From

  01 April 2016

• To

  14 May 2019

• Detail

  - Have set handling techniques to acquire customer satisfaction, as a result, our team was on top.
  
  • Supervises/manages the daily activities and performance of around 25 Account Advisors.
  • Monitoring the real-time and participating in the forecasting plan.
  • Doing the 2nd interviews for the candidates who have accepted by the recruitment team.
  • Handle Account Advisors needed for on-job training, coaching and following up on the created complaints to facilitate service recovery teamwork.
  • Sets short and long term sales strategies and evaluates the effectiveness of current sales program.
  • Making outbound calls to evaluate customer satisfaction and FCR level.
  • Monitor transactions to ensure that quality standards are met.
  • Hold one to one meetings with advisors to communicate feedback on monthly performance assessment results.
  • Monitors incoming call queue and performance metrics to optimize efficiency and maintain service level.
  • Coordinates as needed with all supporting functions to eliminate any problems affecting operations.
  • Aligns daily with the workforce to ensure that the over-and-under rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets.
  • Deals with the variances from KPIs standards.
  • Asses the Advisors performance on a monthly/annually basis and calculates on set standards.

Experience as Senior Customer Service Rep.

• Employer

  Etisalat UAE

• From

  01 August 2014

• To

  31 March 2016

• Detail

  - Briefing staff on daily basis on new updates.
  - Playing the joker role by supporting a different queues ( Home Services, Directory Inquiry, Mobile Services, and Email & Chat) upon the urgency.
  - Assisting team leaders on daily activities (Monitoring & Coaching).
  - Handling hard & escalation calls and dealing with VIP customers.

Experience as Customer Service Rep.

• Employer

  Etisalat UAE

• From

  01 August 2011

• To

  01 July 2017

• Detail

  - Supports customers by providing accurate information and responding to customers complaints.
  - Recommend potential products or services to management by collecting customers information and analyzing customers needs.
  - Build sustainable relationships of trust through open and interactive communication to reach the "Customer Delight" level.

Experience as Sales Rep.

• Employer

  Dentist Guide

• From

  01 May 2009

• To

  07 June 2011

• Detail

  - Indoor & Outdoor sales operator.
  - Marketing Rep. in the conducted exhibitions.