Assistant Operations Manager
Emirates Islamic Bank Call center
Total years of experience :19 years, 6 Months
Reporting to the head of call center assisting him with stakeholder engagement and financial management, Analyzing data, constantly monitoring feedbacks from customers to improve overall customer service experience.
Managing a team of 9 supervisors with a subordination capacity of 130 FTE (full time employee) working 24/7.
Coordinating with all supporting departments (MIS /SQD / Transformation / customer care / sales / L&D / branches / HR) to insure the day to day business is running.
Administrating overall call center performance, strategic planning, designing performance improvement plans, hiring-training new employees and running projects.
Making sure all employees are up to date with all the information/new products/promotions and market trends.
Assisting VIP and high profile customers with their concerns and requests.
Preparing presentations for the monthly call center reviews and presenting to the chief operation officer.
Supervising and managing a team of 20 agents.
Manage Service Level and real time performance of the floor.
Creates shift scheduling and adherence by using WFM systems.
Plan and implement team activities for better employee engagement and low attrition rates.
Monitoring agents KPIs and make sure their targets are always met.
Assisting administration with the daily and monthly feedback reports.
Preparing monthly payrolls and tem attendance for all staff.
Monitoring agents calls (RTA 800 9090 and Metro Projects) through Nortel Viewer.
Providing appropriate feedback, organizing coaching sessions & trainings.
Preparing quality report analysis to the management.
Holding Quality Blitz and refreshers for the employees.
Worked as a universal agent at RTA (8009090) call center from Jan 2011.
Support and provide superior service via phones, e-mails and faxes both inbound and outbound.
Use probing and listening skills that support effective telephone communication.
Uses web based application on Licensing and Journey Planning.
registering all the telephonic and request activities through Microsoft Dynamic CRM.
• Handling all kinds of calls: inquiry, complaint, transaction, lost and found, suggestion and calling the customers.
• Registering all kind of calls and details in the CRM programs.
• Received 5 awards while working there.
1- Best agent of the month for April 2011.
2- Best monthly excellence award for October 2011.
3- Best monthly excellence award for November 2011.
4- Best monthly excellence award for May 2012.
5- Best monthly excellence award for June 2012.
6- Thank you letter from RTA customer service director for the efforts in achieving best government call center of the Middle East
Present purchase offers to sellers for consideration.
Act as an intermediary in negotiations between buyers and sellers, generally representing one or the other.
Compare a property with similar properties that have recently sold to determine its competitive market price.
Accompany buyers and Prospective tenants during visits and inspections of property.
Advising them on the suitability and value of the homes they are visiting.
Prepare documents such as contracts, purchase agreements, and leases.
Interview clients to determine what kinds of properties they are seeking.
Generate lists of properties that are compatible with buyers' needs.
Contact property owners and advertise services to encourage property sales listings.
Arrange for title searches to determine whether clients have clear property titles.
Answer clients' questions regarding construction work, financing, maintenance, repairs, and appraisals.
Working on making the homes that I represent more appealing to potential buyers/tenants by Coordinating with maintenance and cleaning companies to do regular checks.
Supervising construction operations.
Responsible for the work of 30 employees.
Managed to cut losses by 10%.
Writing daily reports about the work and sending them to the supervising committee.
Responsible for organizing the register expenses.
Working with the team in back to back sales environment.
Addressing customer's needs.
Organizing and supervising graduation letters.
Managed to create a good relationship with customers so they became regulars.
Reorganizing the products visual appearance.
faculty of arts
faculty of arts
