Customer Service Shift Supervisor
ADDC
Total years of experience :19 years, 9 Months
Monitors employee work habits and makes sure tasks are completed in a timely fashion.
•Conducts performance reviews.
•Motivates employees and offers incentives for strong work performances.
•Addresses and resolves customer complaints.
•Responds quickly and practically to emergencies, crises, or unexpected problems during the shift.
•Ensures that customers are satisfied and find what they are looking for
•Keeps upper level management apprised of daily operations.
Team Coaching and Development
Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.
Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
Team Support
Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
Ensure efficient and effective dissemination and communication of information to team members
Manage team and departmental Reward and Recognition Programs
Customer Support
Ensure the delivery of the customer experience to customers in accordance with current ADDC standards through monthly coaching sessions.
Be a point of escalation in the handling of customer queries and complaints to the point of resolution
Maintain an up to date personal and team knowledge of ADDC products and services
Leadership
Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact centre in line with our departmental goals.
Participate in the preparation and implementation of operational plans.
Undertake project work as directed by management
KPIs/Measures
Adherence to coaching team members monthly on call quality
Team Adherence to ADDC policies and procedures (team understanding)
Team knowledge of products, services and applications.
Quality of communication
Deliver performance reviews and development plans
•Team Coaching and Development
1.Develop team members through monthly coaching, the provision of on target feedback, counseling and recognition.
2.Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
3. Facilitate performance reviews using the Framework for team members.
Adopt and ensure team member adherence to Acts and Regulations.
•Team Support
1. Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
2.Ensure efficient and effective dissemination and communication of information to team members
3.Manage team and departmental Reward and Recognition Programs
•Customer Support
1.Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
2.Be a point of escalation in the handling of customer queries and complaints to the point of resolution
Maintain an up to date personal and team knowledge of Vodafone products and services
•Leadership
1.Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact center in line with our departmental goals.
2.Participate in the preparation and implementation of operational plans.
3.Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
4.Undertake project work as directed by management
•KPIs/Measures
1.Adherence to coaching team members monthly on call quality
2.Team Adherence to Vodafone policies and procedures (team understanding)
Team knowledge of products, services and applications.
3.Quality of communication with internal and external customers.
4.Deliver performance reviews and development plans
Senior International Account Consultant: From (March 2009 till April 2012)
• Deal directly with customers by telephone
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Process orders, forms, applications and requests
• Deal directly with requests and unresolved issues to the designated resource
• Manage customers' accounts
• Deal directly with IPHONE billing and technical queries.
• Work as second line technical support for all Handsets and Modems making & models.
• Create new ideas & proposals to enhance and improve processes related to business:-
1. Decrease the leakage amount.
2. Improve the agent performance.
3. System enhancement
4. Customer leads
• Participate in some projects to achieve specific results to improve the business process.
1-Increase Customer Satisfaction
2- Pit stop
• Handling managerial tasks:
1-Preparing and directing schedules, monitoring attendance of operators,
2- Communicating solutions, successes, and opportunities
3- Carrying out performance measurement, monitoring, and evaluation
4- Handling Customers escalations.
•Receiving calls from potential clients.
•Turning the potential client to active client.
•Arranging sales meeting with our active clients to buy a unit in one of our projects.
•Promoting our marketing services which we promise our client.
•Registering potential sellers who are in my area to our data base.
•Closing the registered seller’s deals.
•Closing our buyers’ deals depending on their requirements.
• Promoting our marketing services which we promise our client.
• Registering potential sellers who are in my area to our data base.
• Closing the registered seller’s deals.
• Closing our buyers’ deals depending on their requirements.
•Meet & assist groups at the airport.
•Handling tourists accommodation.
•Handling tourists visits
•Create new idea and suggestion not included in original tourist programs.