Mohammad Karam Ahmad Al-Qerem, Customer Service Supervisor

Mohammad Karam Ahmad Al-Qerem

Customer Service Supervisor

Al Ain Distribution Company

Location
United Arab Emirates - Al Ain
Education
Bachelor's degree, Natural Resources & Environment (Soil, Water And Environment)
Experience
12 years, 3 months

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Work Experience

Total years of experience :12 years, 3 months

Customer Service Supervisor at Al Ain Distribution Company
  • United Arab Emirates - Al Ain
  • My current job since November 2015

• Monitors and Manage the CSRs, Team Leaders adherence to the contact center policies Ex. AUX Time, AHT … Etc.
• Monitor and follow the Team Leaders handling of the open complaints, Inquires and requests and insure that the daily call volume is handled in accordance of the agreed service level.
• Working closely with the contact center management and the work place policies/procedures in order to develop the contact center employees.
• Support of implementing the new business processes and technologies.
• Participate in the establishment, update and implementation of operational metrics and standards.
• Collects and evaluates data in preparation of reports to measure and improve productivity and quality.
• Audits, Monitors and maintains performance results/opportunities areas/proposed actions to the management.
• Provides analytical and operations support to the contact center group on daily operations and strategic initiative as well as communication performance statistics to the contact center management.
• Update knowledge and skills for the subordinates on an going basis.
• Act as a point of reference for Team Leaders, Senior CSRs And CSRs on all issues related to the various services provided by the center and daily activities.
• Contributes in the evaluation and implementation of the center technology to continuously improve service and internal/external customer satisfaction.
• Comply with the operating instructions and quality standards at all times.
• Perform any other similar or related duties handed by the contact center management.

Contact Management Center Team Leader at Extensya
  • Jordan - Irbid
  • December 2011 to October 2015

• Manage day to day tasks of around 15-30 in-house and outsourced agents whose main responsibility is to provide general, technical or specific services to our customers via different communication channels i.e. phone calls, emails and video conferencing.
• Improved and developed the company’s performance appraisals/feedback process.
• Make sure that our internal standards, KPIs and service level agreements are all fulfilled and met by providing right training and education for my team.
• Generate weekly, monthly and ad-hoc reports requested by management and make sure to share what’s appropriate with the team members to help enhance performance and customers’ satisfaction.
• Escalate complains, concerns or issues when necessary in a timely manner.
• Coach, train and mentor junior staff and new team members to be able to act effectively to the required quality standards.

Education

Bachelor's degree, Natural Resources & Environment (Soil, Water And Environment)
  • at جامعة العلوم و التكنولوجيا الاردنيه
  • June 2011

Agricultural engineer and soil analyst

Specialties & Skills

Soft Skills
Problem Solving
self motivation
Service Operations
Customer Service
Problem Solving
Reporting
People Management
Soft Skills
Leadership
Decisions Maker
Microsoft Office 2013
outbound
quality assurance
planning
negotiation
operation
operations management

Languages

Arabic
Expert
English
Expert

Training and Certifications

Project Management Professional Course (Certificate)
Date Attended:
May 2017

Hobbies

  • Music, Soccer and Gaming