Customer Service Supervisor
M. H. Alshaya Company
Total years of experience :19 years, 3 Months
Ability to communicate with internal and external customers ensuring to fulfill their needs and requirements.
Background Knowledge about the Contact Center and Customer Service Operation.
Ability to use the various software systems that are required to carry out duties.
Supervise the daily activities of the Service Management team.
Supervise emails received from internal and external customers and actioned accordingly.
Support contact center agents with the required material.
Manage and Guide service management officers to complete their tasks.
Develop and maintain exceptional relation with internal and external customers in the key business areas.
Ensure all Alshaya request received from all channels are actioned accordingly.
Promote organization’s value and vision.
Monthly performance measurements of the officers to improve efficiency.
Prepare predefined customer templates to respond to customer mails.
Compliance to documented policies, procedures and agreed SLA.
Responsible for all emails received on service management. Ensure every mail is actioned.
On monthly basis generate MIS report in reference to contact center activities as per agreed SLA.
Produce on monthly basis contact center Dashboard report.
On daily basis prepare and communicate “Daily and Monthly Contact Center Update Report”.
1. Manage and evaluate project needs, timeframes,
2. Select, and maintain an effective work force.
3. Manage and monitor workflow within operations.
4. Recommend solutions and changes for improving service levels.
5. Communicate effectively with employees regarding benefits and other changes which affect employees.
6. Ensure prompt and accurate completion of all service requests by the customer.
7. Research and resolve service issues and implement solutions.
8. Build internal and external relationships through exceptional problem solving, ownership and follow- through.
9. Model exemplary customer service behaviors.
10. Establish and consistently meet/exceed department service goals & objectives.
11. Consistently meet/exceed customer service standards and act as the “voice of the employee”.
12. Accurately process operational data and employee information.
13. With regard to the ANHAM project - co-ordinate the driving test and forward the LOA to the main contractor.
14. Process the Camp Arifjan badges for all the successful candidates
15. Responsible for the supervision of the Dispatch Coordinator.
16. Responsible for Coordination with travel agencies for processing of KDL & LSI Project employees tickets (vacation, emergency, visa turnaround, LWOP, etc.), ticket allowance, issuance of GP letters/tickets (for gov’t projects only) and hotel reservation.
17. Responsible for reconciliation of invoices from travel agencies for forwarding to Finance & Accounts Dept. for payment/settlement action.
18. Prepare correspondence, i.e. memos, faxes, letters as required.
19. Coordination between various departments for induction of new hire/terminated/resigned employees.
20. Performs translation of documents as required.
21. Oracle - HRMS Module: Update the enter and maintain screen.
22. Data Entry of Employees Termination, Resignation, Rehire and Change Job title or Assignment.
24. Perform other tasks as directed by the HR and Admin Manager.
Handle a variety of HR and administrative functions for a multi-national workforce of 1, 400 employees at various locations.
Process employee leave applications
Preparation of Personnel Action Form for new hires, salary adjustment/promotion, termination/resignation of employees, salary transfers, internal transfers, change of status, etc., for forwarding to Payroll Section
Coordination with travel agencies for processing of employees tickets (vacation, emergency, visa turnaround, LWOP, etc.), ticket allowance, issuance of GP letters/tickets (for gov’t projects only)
Responsible for reconciliation of invoices from travel agencies for forwarding to Finance & Accounts Dept. for payment/settlement action.
Prepare correspondence, i.e. memos, faxes, letters as required.
Maintain and update HR Filing System, i. e. personnel files for all employees.
Coordination between various departments for induction of new hire/terminated/resigned employees.
Performs translation of documents as required.
Performs data entry (HRMS Module - Oracle Application).
Preparation of Company ID cards (badges) for new hire employees.
Data Entry
As part of ITT’s GMASS contract to the US Army, worked as Buyer and Supply Clerk, Receives wholesale and retail parts and equipment processed through the class IX receiving section. Ensuring proper processing of class IX parts. Maintain a daily log of receipts being processed. Conduct battle handoff with the next shift for proper transaction. Conduct inventory of all sensitive items. Rearrange and reorganize Class IX repair parts in the warehouse for accountability. Maintain an appropriate stock age level of all classes of supplies and equipment accountability using various computers. Maintain accountability of project stock and contingency stock for future and present day use. Ensure all repair parts are on and and/or on order.
Worked as interpreter between Western expats and Kuwaitis at PWC facilities
Advanced Technical School Kafr al Shaikh, Egypt Advanced Technical Degree in Electrical Engineering (5 years system)