Senior Customer Service Trainer
etisalat emirates telecommunications corporation
Total years of experience :17 years, 4 Months
• Handling multinational customer’s calls and providing excellent services regarding Etisalat Products.
• Provide product information to assist customer in making a decision about a product to buy.
• Managed a high-volume workload within a deadline-driven environment.
• Resolve an average of 350 inquiries in any given week and consistently met performance benchmark in all areas (speed, accuracy, volume).
• High performance up to 91.00 %.
• Supporting Customers with mobile services + Trouble shooting + Technical Support
• Taking complains regarding the services and order handling.
• Registering case against the complaint rose regarding the Etisalat services.
• Checking and updating necessary information.
• Attending meetings when assigned to and brief the other agents with the information and update the knowledge base.
• Assist the main floor.
• To train the new staff and batches.
• To help the team leaders on the floor.
• Make sure on floor operations are working fine.
• Maintaining report of the teams.
• Helping to develop a customer service policy for an entire organisation
• Attending ISO, LPCB, OSHA, BV Audits in regards with Customer Service
• Introduce the new ZENDESK customer help desk system in order to improve the efficiency
• Managing a team of customer services staff for all the group
• Handling face-to-face enquiries from customers
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Being involved in staff recruitment and appraisals;
• Playing a customer advocate role within organization in order to fulfil customer service expectations.
• Introduce customer inquiry management structure for the whole group
• Change customer feedback from usual paper based form to online Monkey surveys
• Prepare monthly profit & Loss Accounts.
• To make sure operations are working smoothly.
• To purchase fuel from supplier.
• Make sure supply fuel to our customer on time.
• To position all the operation staff for all the customers.
• To find the new project opportunities.
• Maintain good relationship with existing suppliers and customers.
• Issue cheques and the fuel tickets to the suppliers.
• Prepare monthly profit & Loss Accounts.
• Make sure operations are working smoothly.
• Visiting all the sites and purchase all the need full items.
• Outsourcing of labour.
• Handle consultant and customers.
• Outsourcing of machines and equipments.
• Managing the labour and the engineers for all the sites.
• Make sure all the ministry documents are prepared correctly
• Develop and maintain a healthy relationship with internal & external stakeholders
• Make sure operations are working smoothly.
• Make sure equipments and machines are in best working conditions.
• Finalize the projects.
• Motivate employees to give their best.
• Assign the duties and work for all the projects.
• Make sure customers are happy with our services.
• Administration of drivers and vehicles.
• Provide direct support and assistance to the Auto Units Transport Planners & Supervisors.
• Look for the new project in the Mena region.
• Purchase of the new equipments and vehicles.
• Provide direct support and assistance to the Auto Units Transport Planners & Supervisors
• Communicate successfully with team members to ensure operation runs effectively and efficiently
• Reconcile Materials (Spare parts, scarps, New Items etc)
• To make the Payment of the suppliers and buyers.
• Identifying areas requiring improvement; develop plans to rectify shortfalls and implement accordingly
I start my MBA in Feb 2011, Complete my core subject, Starts with Specialization.
Scroe extra ordinary marks and also participated in co-curricular activities. I was also elected as the president of student council.