Customer Care Representative
Emirates Integrated Telecommunications Company PJSC – EITC (DU)
Total years of experience :15 years, 4 months
Achievements:
• Recipient of Appreciation Certificate for performance excellence in Front Office leading to maximized customer satisfaction in 2008.
A- Since 01/11/2006 until 1/11/2007 Front Office Division. Consumer Department.
•( NUMBER BOOKING CAMPAIGN) (ACTIVATE PREPAID AND POSTPAID NUMBERS) by using Business Support Control System (BSCS). (GENERATE POSTPAID BILLS).
•Following up all events and trouble tickets by the CRM System from (international of Siebel Systems).
•Serving the prepaid customer by E-Serv System( Recharge the vouchers, billing issues and (ACTIVATE/ DEACTIVATE) the services (VAS)
•INTERNET PAYMENT GATE WAY System (update Bank details and credit card details and payment confirmation).
B- 02/11/2007 - 01/03/2008 Back Office Division Consumer Department
•Resolve the trouble tickets that have been created by front office team.
•Account maintenance, Billing and activation.
C- 02/03/2008 - 01/04/2010 Enterprise Department.
•Front Office, Back Office and Billing as merged Divisions for all kind of services such as Mobiles (Prepaid-Postpaid), Fixed Lines, Black-Berry services, Internet (ADSL, ISDN, Dial-up and Broad Band), DU TV Network, I Phones Services and Call-Select Service.
•Pivotal system to do the migration from the Mobil section to be merged with fix land line in one account of each enterprise customer. .
Achievements:
• Played key role in reducing average handling time (AHT) for calls through efficient team management leading to accomplishment of 100% service level.
• Promoted to the position of Acting Supervisor within the first seven months of joining the organization.
•Monitoring the activities of a team of Call Center Agents besides coordinating with the team to understand obstacles in call handling.
•Preparation of reports on call center performance for three divisions including e-Vision and Outbound Campaigns.•Identification of staff development plans focused on performance improvement through guidance, support, delegation, coaching and recognition.•Ensure smooth functioning of operations through optimum utilization of available resources through efficient organization of shift schedules.•Involved in performance evaluation of each agent besides keeping track of attendance, paid time-off, sick time and other administrative issues.•Provide leadership to the Roads & Transport Authority Contact Center with prime focus on copying maps to the system to guide customers to their respective destinations.•Follow up on complaints, suggestions and lost & found in addition to different inquiries cases prior to sending the same to the RTA.
•Handling calls as per quality assurance roles besides functioning as an authorized person to coordinate with the RTA Departments for speedy resolution of issues.
• Coordinate with the parking department based on customer complaints, suggestions and inquiries.
•Creation of temporary campaigns with separate policies based on management plans apart from allocation/re-allocation of agents between campaigns based on skills, knowledge and business roles.
• Also provide service to several major clients like Asteco Properties, Global Village Dubai, Sharjah Transport, Italian Consulate, Coop-Islami, Amlak, Aldar Properties, Tejari (e-commerce), Alshamel (internet services) and Abu Dhabi Chamber of Commerce among others.
Achievements:
• Instrumental in inculcating a system of customer care within the organization leading to maximized customer satisfaction.
Job Profile:
• Involved in assembly of PCs, hardware maintenance, installation of programs besides handling telesales (outbound calls) for all kinds of service related to computers.
• Installation, implementation, management, administration, configuration and maintenance of Windows Servers (2000/2003).
• Resolution of customer issues over phone besides focus on convincing customers to go for replacement of old products with new versions.
• Also involved in inventory management and accounting for factory productions.
Achievements:
• Played key role in automation of factory activities resulting in enhanced productivity and organizational profitability.
Job Profile:
• Follow up with customers over phone for acquiring the LPOs besides focusing on smooth flow of operations.
• Arrange production activities in the factory apart from calculating productivity of each labor.
• Direct monitoring of operations to ensure accomplishment of productivity and business targets through optimum utilization of available resources.
Accounting
• MCSE 2003 certificate courses from SitesPower Dubai in 2005 • MCSE 2000 certificate courses from Compubase Dubai in 2001 • Islamic scientific Institute 15th / 2 / 1997. (High School )