contact center representative
ADIB
مجموع سنوات الخبرة :12 years, 1 أشهر
handling customers banking inquires and compliants . assistance to customers in the procedures to open the different types of bank accounts .generate leads to sales departments by giving information about the finance opportunities in the ADIB like ( personal finance, auto finance, home finance, debt assessment finance ) as well info and leads related to credit cards ), essentially activating and deactivating debit cards, credit cards and online banking , Following up customer requests with ADIB branch's and other departments to assure full customer service and satisfaction in no time ....and other duties like guidance in issuance of bank certificates (liability certificates, no liability certificates, Chq books, Account certificates), Standing orders. And recently guid customers in KYC updates, and compliance with central bank regulations and rules .
My banking access : (Ethics, Finnone, Omni, and other applications in ADIB
• Maintained productive relationships with existing customers through exceptional follow up after sales.
• Updated database with customer and sales information.
• Informed management of special sales and service issues.
• Achieved $\[300, 000\] monthly sales goals.
• Counseled customers on market current status for residential and land markets.
• Coordinated appointments with prospective buyers to showcase houses and plots.
• Actively follow-up with prospects and hot leads.
• Followed up with prospects throughout the sales process.
• Created and maintained a large client base by meeting needs and providing exceptional customer service.
Inbound sales: April 2013 to March 2014.
Handling calls about Etisalat products and services; provide information, advices and recommendations to customers.
Resolving customers' issues related to Etisalat products and services.
Following up with customers to insure an outstanding customer satisfaction.
Achieving daily sales target
Contacting SMEs and promote Etisalat products and services via email or a phone call
Essentially, receiving up to 100 calls daily from residential customers and SMEs representatives
Involved in selling all kinds of product and services in Etisalat(mobile, landlines, internet and TV services )
Performing monthly knowledge test to be up- to- date to all changes in the industry of telecommunication.
Arranging appointments for technicians to install and make repair.
Processing up to 70 applications and orders per day
Outbound sales: March 2014 to March 2015 .
Currently I'm working in the Elife campaign, im contacting customers and promote Elife products and services like internet, landlines and TV.
My responsibility after explaining the offer is to follow up
all technical aspects until the service delivere to the customer.
Our target in this campaign are 5 units daily.
The first campaign I joind in the outbound was "Mobile Business".
My Duty was to contact companies which using our mobile
Services, for example " SMS BROADCAST, BUSINESS DATA PLAN, VALUED SMS..etc" and provide them with specials.
Our target were 9 units per day.
Consistently sending immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls.
Participated in internal calibrations with Quality and Operations and ensured consistent scoring.
Responsible for being objective liaison on behalf of the client to the vendors.
Participated in assisting with Quality lessons and improved quality performance.
Tracking call results and conducted trend analysis based on results of monitors and improved quality and training needs.
Bachelor Degree in Accounting
Scientifice