Team Leader
Saudi Airlines
Total years of experience :20 years, 9 Months
Guide the CSR to achieve the best results of KPI’S
-Handle major incidents that cannot be resolved by agents
-Provide up to date training to new joiners.
-Work closely with other departments such as WFM, RTM, QA to track CSR's KPI's
-Investigate passengers problems and find solutions.
-Communicate with passengers via phone or email
-Work closely with the clients.
-Resolve complaints.
-Issue refunds to passengers.
-Work with management on customer service initiatives.
-Provide the best support to agents
-Effectively deal with job stress, angry callers, and upset customers
Handling and support both teams Social care and customer care
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Work closely with other departments such as WFM, RTM, QA to track CSR's KPI's
-Working closely with the recruitment team on filtering CV’s and phone interviews
-Representing the company at job fairs and venues
-Guide the CSR to achieve the best results of KPI’S
-Handle major incidents that cannot be resolved by agents.
-Effectively deal with job stress, angry callers, and upset customers
-provide up to date training to new joiners on the Amadeus Reservation system and call centre
Investigate passenger’s problems and find solutions.
-Communicate with passengers via phone or email
-Handle major incidents that cannot be resolved by agents.
-Resolve complaints.
-Issue refunds to passengers.
-Work with management on customer service initiatives.
-Provide the best support to agents
-Work on sales report sheets for all the responsible stations
-Working closely with the recruitment team
-Screening & filtering resume’s
-Conducting phone interview and evaluate the English level
- Provide the best training methods for the new joiners
-keep the agents up to dates on what’s new in the reservation system
Support and provide the best possible quality service via phones
- Use questioning and listening skills that support effective telephone communication
- Ensuring that all individual targets and KPI’s (Key Performance Indicators) are consistently met or exceeded, understanding the relevance and impact of those factors on the team performance .
- Effectively deal with job stress, angry callers, and upset customers
- Use the most appropriate way to communicate with different behaviour types on the telephone.
- Apply the proper telephone etiquette to satisfy various customer situations.
- Apply appropriate actions to effectively control a telephone call.
- Identify voice skills and how to enhance a good telephone presentation.
- Display Time flexibility towards shifts as per work floor requirements
- Handle more than 500 + calls per day
- Use Amadeus System for Airline reservation
Follow up and solve customer complaints. Via (Phone, E-mail, Social Networks, SMS ... etc)
-Handling customers queries
-Assist in performing HR functions
-Meets commitments to customers
Brainstorming and mocking up design ideas
-Multi-tasking: often work on more than one design brief at a time
-Using a wide range of media, including photography and computer aided design
-Contributing ideas and design artwork to the overall brief;
- Working well in a team, with printers, copywriters, photographers, other designers, account executives and marketing specialists
Designing Logos
-Creating full stationary design (B-Tech)
-Creating art work for children books (Assalah publishing)
-Creating on-demand sketches and art work
-Consults with clients to determine time frames
-Analyses client’s needs
-Prepare concepts and illustration
Started in 2002 as a showroom salesman, then promoted to Store Manager after 3 months of work, in 2004 I earned my second promotion as an Area Manager”
-Managing and administrating showroom salesmen
-Displaying models (Merchandising)
-Assessment & evaluation of salesmen
-Achieving daily, weekly and monthly targets
-Handling customers queries
-Auditing store inventory
-Assessing in preparation of sales plan & targets
Showroom Salesman
Various Showrooms Khobar, KSA
responsibilities in different outlets:-
• Showroom Salesman Al Saqer Video Games (Gulf Center, Khobar) 1year
• Showroom Salesman in Music Master (Khobar, Saudi Arabia)1 year
Tycoons Internet/Networking store Amman, Jordan
Sep. 2006 - Sep. 2009
-Managing finances
-Maintaining network connection
-Maintenance of Computer PC's
-Supervising Customer Traffic on a daily basis
-Liaising with third party vendors
-hooking up network gaming system
-Good Knowledge in I.T