Experience as Contact Center Team Leader-Inbound (Telecom Institution)

• Employer

• From

  01 July 2010

• To

  29 March 2014

• Detail

  Lead a team of agents to achieve the performance targets.
  o Monitor the team performance and manage the agents to achieve higher results.
  o Monitor the team work to achieve their KPIs.
  o Collected their KPIs on a monthly basic.
  o Manage planned/unplanned leaves of the team members.
  o Hold a monthly meeting in order to enhance the performance.
  o Monthly one to one meeting with each team member.
  o Motivate the team members and create a warm friendly work environment.
  o Auditing to the agents work. o Reporting to the Contact Center Supervisor
  

Experience as Senior Consultant Quality (Banking Institution)

• Employer

• From

  22 May 2014

• To

  30 June 2015

• Detail

  Collects, analyzes, and oversees data entry on relevant quality performance indicators.
  o Monitors and evaluates appropriateness of facility quality control plans and practices.
  o Designs, schedules and conducts quality review audits as appropriate to the facility or service; performs or coordinates chart and/or other reports reviews and records and/or abstracts specific relevant data as appropriate.
  o Generates and coordinates the development of various reports regarding performance against quality indicators, as appropriate to the individual position.
  o Participates in the planning, development, coordination, and presentation of specific training and educational programs as appropriate to the quality assurance needs of the facility or service.

Experience as Associate Manager- Service Delivery (Banking Institution)

• Employer

• From

  01 July 2015

• To

  28 February 2019

• Detail

  Ensuring high level of quality deliverable and Customer satisfaction for Major process (Cheque Clearing Validation, Personal Loans, and Credit Card).
  o Achieves data entry operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems.
  o Meets data entry financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  o Direct responsibility to manage the coaching of new and existing hires, grooming them to take up the roles, perform to their best, and identify gaps in training vs. operation role.
  o Participate as a key member of the leadership team, contributing to the overall area’s performance
  o Responsible to conduct training need identification and training need analysis hand in hand with the trainer to ensure knowledge management is seamless.
  o Develop, maintain and implement target module training plans across bank’s product/ service to deliver business result.
  o Support new product launches training and insure employees meet toll gates.
  o Trains Data Entry Operators and Supervisors in the application of data entry policies, procedures and operations.
  o Reviews, prioritizes and schedules work assignments and monitors work flow in order to meet production requirements and customer needs. o Managing, planning, organizing the work at home migration setup based on performance and other aspects.
  o Ensure adherence to SLA.
  o Achieves operational objectives by contributing information and recommendation to strategic plan and reviews, preparing and completing actions plan, implementing production, productivity, quality and customer service standers, resolving problem
  o Improve quality result by analyzing top error through the quality report. o Managing end to end UAT process (user acceptance test) to eliminate change requests, reduce project costs, and to provide software that looks that looks and behaves as shown in the client process document.
  o Manage monthly KPIs for the operation. o Participate in daily, weekly, monthly and quarterly reviews.

Experience as Client Service Executive - MEA (Auditing Institution)

• Employer

• From

  17 March 2019

• To

  30 June 2019

• Detail

  To plan client visits/activities in line with client and business needs, through effective and efficient allocation of available field force resources. Includes dealing with complex business queries and developing solutions within agreed deadlines, whilst ensuring compliance with external accreditation requirements. ?
  Build relationships with internal and external clients to help build and maintain the business, and improve BA & IS competitive position. ?
  Assist the Resource Planning Manager in fulfilling resource plans against budgeted days/targets. ?
  Monitor subcontractor usage, downtime, assessor inductions and training programmers. ?
  Communicate details of planned visits/activities to Assessors, ensuring contractual requirements and client expectations well understood. ?
  Liaise with other BA & IS business areas and offices to ensure effective prioritization of resource in the development and delivery of BA & IS services. Includes processing Requests for Assessor Time (RFAT). ?
  Assist the Resource Planning Manager to identify, develop and coach resource capability. Responsible for the accuracy and completeness of client data in BA & IS business systems. Actively contribute to team meetings and resource planning initiatives. ?
  Identify, suggest and assist with implementing change and the development of administrative processes and procedures to meet future business demands and improve current efficiency. ?
  Develop a thorough understanding of BA & IS products, services, systems and processes on an on-going basis. ? Resolve day-to-day issues, escalating as appropriate to relevant manager.