Quality Mentor/ Temp Account SPV for Sony UK
Sykes
مجموع سنوات الخبرة :15 years, 11 أشهر
Responsible for completing and delivering all weekly agent coaching sessions in order to drive behavioral changes that will impact the desired outcome within the metrics discussed.
Play a pivotal role in employee development through coaching, counseling, mentoring and training. Responsible for scheduling and coordinating the training needed for my team.
Identifies system and workflow improvements to enhance the Customer Service Agent's efficiency.
Frequently communicate quality expectations to the team and to motivate them to want to exceed those expectations.
Monitor live customer calls, assess Agents quality of service, and provide feedback to my team members.
Strictly adheres and demands strict adherence to the company's policies.
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues involving smart televisions, home cinema and Hifi, camcorders, Blu-ray-DVD players and personal audio devices.
Research required information using available resources.
Follow standard processes, quality and procedures.
Starting from October 2014 was offered an opportunity to be responsible for Sony Cash Back and 4K privilege promotions in the UK and Ireland for cash back, and also UK, Ireland and Spain for the 4K privilege and now I am responsible for Sony Summer Cash Back 2015 promotion.
Responsible for back office support tasks such as products extended warranties, support expert, service level coordinator and promotions.
Conduction short survey with customers, guide them to the best medical equipment's and to the medical provider that can provide the equipment's to their door step.
Assisting all HSBC customers with their requests and information regarding their accounts and all the banks products (credit cards, saving and current accounts and arranging transfers, internet banking assist...) and directing the customers to the correct procedure to solve any problems they face.
Providing and assisting all types of customers with a variety of different nationalities in the UAE to solve any technical problems or assisting in any inquiry they have about our services in the company of Du.
Coordinating and organizing the crowded presence of customers to facilitate their access to the services by reserving flight seats and issuing tickets for them and handled full flights for Islamic Tourism like Omrah and Hej in the branch of Masr el Gdedah.
With the reservation team, I was jointly responsible to facilitate the procedures of reserving seats on Saudi Arabian Air Lines flights around the world to customers of different social backgrounds and standards using SARS system for reservation.
B.S. In Management Information System English section Modern Academy, 2007