Senior Customer Service Representative
EmiratesNBD
Total years of experience :21 years, 8 Months
• Answers all customer inquiry about bank timings and locations, personal accounts, credit cards, loans, corporate accounts, standing instructions, fund transfers and other bank products/services.
• Responsible for making sure customer requests are handled in an accurate and timely manner and are forwarded to the appropriate people in the organization and for following up with the customers to ensure they are satisfied with the service.
• Served as back up in Card Fraud Monitoring.
• Process cancellation requests for accounts, credit cards, loans, standing instructions and other bank related services.
• Coordinates with call centre supervisors and different branches to ensure 100% customer satisfaction.
• Process debit/credit card capture reports, activation, and blocking.
• Generates qualified leads for the sales department.
• Handles the operation when supervisors are not available.
• Takes escalated calls and process delegated tasks assigned by the Manager.
• Process installment requests and quick cash applications.
• Handles Merchant and VIP calls for the bank which includes coordination with the different Departments and Branches to maintain the first class reputation of the bank in providing excellent service and immediate resolution of any given issues at any given time.
• Merchant Services - Manual Approval, Code 10, Terminal Reset, Pick Up Status, Mail Orders, Refer to Issuer, and Basic POS troubleshooting.
CAREER HIGHLIGHTS:
• Won the 2013 Employee of the year for DHL Express UAE
• Volunteered to participate in the Focus 2013 Functional project for the MMTs.
• I was recognized by Apple by sending Kudos mails directly to DHL country manager. The same
mails were acknowledged by the country Manager during the Employee of the month program.
Received many customer appreciation mails for a job well done from other VIP clients.
• Promoted to handle bigger accounts for UAE such as Schneider Group and Emirates Engineering
Key Account Executive
Duties and Responsibilities:
Independently handles Apple, HP, and Emirates Skywards account with regard to the logistics aspect of the business (Business to Consumer). Schneider and Emirates Engineering (B to B)
Assists Apple/HP/Skywards/Schneider/EK Engineering team and customers with return shipments, claims, special instructions, delays, stop delivery, fraud and lost shipments.
Attends to client escalations immediately to avoid unnecessary problems that may arise.
Participates actively to Client-DHL monthly meeting to determine areas of improvement and strengthens the areas and process that are working well.
Coordinates with the entire global network to make sure that the service/process commitment will be achieved swiftly and error free in accordance to DHL standard.
Gives instructions to DHL stations globally for any delivery requirement/requests from shipper/consignee. Maintains Daily/Monthly report to be submitted to Apple/Skywards.
Proactively monitors shipments to ensure timely delivery and to avoid occurrence of possible problems. Voluntarily assists team members with heavy workload to help the department maintain the service level requirements.
Recommended process improvement suggestions to Apple and Schneider which got implemented on a global scale having major impact on eliminating unnecessary costs/expenses in their logistics and sales part of the business.
• Supervised the HR and HSE Training Division
• Background and certified in OSHA for the HSE division compliance program.
• Responsible for handling corporate accounts of United States based companies both Private and Government by coordinating with their higher management for any changes, promotions and after sales service to maintain good business relationship.
• Doing outbound calls, extensive cold calls, accepting inbound calls, sales, internet research and customer service
• Handling a group of 10 agents
• Ensuring that each individual maximize their productivity everyday by monitoring calls to determine the areas of improvement.
• Making discount and financing approvals.
• Doing day end, weekly, month end reports.
• Conducting team trainings and meetings to ensure that we will be able to meet and exceed the company goals and expectations each month.
• Delegated by the company manager to conduct additional product and sales training to the newly hired staff, monitor their calls and provide the necessary evaluation in the last phase of the training process.
• Taking escalated calls.
• Coaching and Performance Appraisal for the agents.
• Creating and cleaning leads by taking inbound and doing outbound calls
• Ensure customer friendly approach and fast clarification on corrections from our customers
• Respond to customer queries / disputes in conjunction with operational staff
• Handle DELL computer/accessories sales and financing
• Making day end reports for the team
• Responsible for inventory checks, scheduling of shipments and deliveries
• Coordinating with suppliers, warehouses and freight companies