(e-commerce website) Customer service supervisor
WYSADA
مجموع سنوات الخبرة :12 years, 6 أشهر
managing the staff performance and the whole operation for the department
weekly couching and performance improvement, motivate the employees and follow up with them to achieve specific targets.
Prepare and analyze reports to discuss the performance of the department with the customer care director and CEO
Work closely with other department (operation, marketing, finance) so the process will be operating smoothly and for higher customer satisfaction results.
Planning and assigning work tasks and preparing shifts to make sure that all customers are reaching a high level of satisfaction, call center KPI’S are in high rates.
Planning and discussing new ideas and methods with logistics team to get more effective and efficient work process and results
for digital printing and marketing solution ) Jordan
Promoted the quality of service by establishing an up to standards call center division (work flow, procedures, agents, etc) to meet the evolution of smart mobile business.
•Created customer satisfaction questionnaire and surveys to obtain remarkable customer satisfaction level.
•Held scheduled training courses for company staff (communication skills, customer service) in coordination with HR team.
•Organized workshops to highlight the improvement of each department to Samsung mobile regional office in Amman.
Plan, develop and deliver campaigns as agreed within timescales.
•Promoted the brand image & products value through showrooms merchandising with branded products displays.
•Enhanced the dealers and whole sale business by creating incentives program.
•Recommended designs & content for printings, brochures, banners, and roll ups.