Quality Assurance Specialist (QA Specialist)
SMSA Express Transportation Company.
Total des années d'expérience :24 years, 3 Mois
• Handling ticketing system of the company to analyze the data and the process to afford better service to customer and to utilize the cost of money, time and quality.
• Review all process connected to CORE system and make change if require or set up new process with the responsible department to be more valuable.
• Reviews all data in the CORE system by remove out, add more or change data to be more valuable.
• Build new chart in CORE system for each department, or make change if require to get the important data which help to improve the work and solve the issues.
• Review the issue related to CORE departments and come out with the solution.
• Make the monthly report of ticketing system.
• Review and study all the ticket and report to the management.
• Set up the require information for each department to assure they will get valuable report.
• Study new service and channels to contact customer. Improve the process of social media to utilize customer knowledge and easy communication. Work with the call center to reduce the bending call, lost call, through system and to give customer more channels to contact us.
o Supervises the Retail’s pickup and delivery within the assigned area.
o Monitors daily Retail performance reports and acts upon areas which require problem solving and improvement.
o Assigns Retail Executives to business zones and ensuring all retail centers adhere to opening & closing timings.
o Confirms that work meets business standards and policies/procedures.
o Performs an overall audit function on packages in retail centers.
o Inspect facilities and ensure good company image and safe working environment.
o Gains approvals for overtime, leave, recommends disciplinary action where required, recommending increments for consistently improved productivity and performance.
o Assists management by answering questions concerning deliveries and package status.
o Coordinates the work activities within the assigned area; answers questions and provides guidance in solving work problems.
o Coaching and assigned staff those require training to assure to meet company’s standard.
o Recommend management for business opportunity in assigned area.
o Interview new candidates putting in mined company expectation.
o Prepare Department's KPI.
o Acting regional Manager.
I was handling Managing director, Deputy managing Director, Director of the Board.
o Prepare meeting agendas.
o Correspondence.
o Organize commitments and appointments.
o Coordinate official travel arrangements and hotel reservation.
o Supervise special events.
o Assist with PowerPoint presentations and other program.
o Coordinated meetings and conference calls with key executives, outside, and government agencies
o Managed outside Attorney fees, and ordered office supplies.
o Reserved conference rooms, managed meeting, travel calendar through Microsoft Outlook.
o Updated data bases with current documents/data and maintaining various individual hard copy/ soft copy records.
o Record and Filing hard copy.
o Fill up Visa application for embassy.
o Handling personal request for managing team.
o Responsible about 2 save contain sensitive contracts.
o It requires some time to issue boarding pass at the airport.
o Handling all management team during annual even.
o Assist other manager in their report/ presentation and translation.
o Supervise monthly management meeting.
o Handling all administration work, appointment, tickets, calls.
o Prepare out going letters, English & Arabic Letters.
o Coordinate with other departments.
o Auditing and preparing contracts.
o Prepare fills for cases in curt and register company logos.
o Attending meeting with senior managers regarding projects and company issues.
o Attending meeting with customer, Banks, and companies.
o Making budget of our department.
o Creating process with department’s head.
o Design forms used at company.
o Create process of other departments with their help.
Call center manager:
o Designed call center infrastructure.
o Reviewing CV.s conducting interviews and evaluating candidate.
o Designed business plan and operating procedure and polices for call center.
o Managing call center team (10 Employees) and (9 Employees) in Retail.
o Train staff about new polices and Handling of calls.
o Train the staff about customer service skills and dangerous good.
Retail Manager:
o Designed business plan and operation procedure and polices for Retails.
o Managing Retail team.
o Analyzing business and designed system within retail tools solution.
o Find new service to increase business.
Sales:
o Supporting sales team by opening new account.
o Supporting sales team with closed account to reopen it.
o Solve the pending issue with customer.
Trainer:
o Train Staff of all company policy.
o Train staff about new service.
o Train staff about customer service & Retail Skills.
Handling Management Meeting.
o Make a report include all departments issues effect the other departments work and solve them with a certain time.
o Follow up the update from other department.
o Handling all administration work, appointment, tickets, calls.
o Prepare out going letters, English & Arabic Letters.
o Coordinate with other departments.
o Auditing and preparing contracts.
o Prepare fills for cases in curt and register company logos.
o Attending meeting with senior managers regarding projects and company issues.
o Attending meeting with customer, Banks, and companies.
o Making budget of our department.
o Creating process with department’s head.
o Design forms used at company.
o Create process of other departments with their help.
A) - Customer Service Agent.
Proved customer with complete service and support by responding customer inquiries - complaints - coordinate with other department to solve problems- Updating customer.
B) - Senior customer Service.
Tracing Shipment, Answering Customer call & Inquiry, Handling Claims Making Booking, Fill up paper works, Reveres shipment from other distention International and Local, Handling package in Custom, update traces, accepting new account, Support Junior Agent.
C) - Customer Care Supervisor.
Handling customer claims for both Domestic & International Shipments, supervise two agents (Trace & Claim), prepare Letters to customer, making report about all details in work (Daily, Weekly, Monthly), Administration work for all agents, making the duty schedule, handling 19 agents during manager vacation.