Call Center Acting Manager
Sharjah cooperative society
Total years of experience :16 years, 3 Months
• On 2nd of August 2017 had joined Sharjah cooperative society one of biggest retail hypermarkets in the emirate of Sharjah in UAE when the organization decided to take customer orders through many online channels as mobile App, Website, Phone, And chat.
• My new rule was to establish & enhance call center activities including setting service level goals, Documentation, KPI, Quality activities, Process creation, and staffing
• Member of the team that is helping in creating a developing the new E-commerce website also the part of continues improvement to that site and adding marketing steps to enhance the customer experience surfing this website.
• After that, I had been selected to join the transformation team to Develop Plans for all new Sharjah Cooperative systems as ticketing systems, Customer data reconciliation, and database update
• 19 November 2014 I had been promoted to Prestige Officer in operation inbound team handling operational activities and here below part of my responsibilities :
(1) Oversees and controls the efficient handling of customer enquiries/ requests
(2) Escalates customer issues to Manager or Back Office team if satisfactory outcome for the customer cannot be achieved via standard procedures
(3) Undertakes the responsibility of ‘assist’ function and handle escalated calls from the agents during the shift.
(4) Conducts a minimum of 1 one-to-one session per month with each member in his/her team in order to review the agent’s previous month’s performance and set the improvement action plan as well as discussing positive feedback.
(5) Responsible for keeping the floor in a good discipline.
(6) Reviews Daily reports and take the required actions.
(7) Responsible to make all their efforts in achieving the section KPIs such as SLA, Utilization, Occupancy and Accuracy.
(8) Acts as first contact for resolution of people management issues
(9) Ensures Staff motivation and customer satisfaction (internal & external).
• Key achievement :
i. Creating and enhancing a standard operation procedures for operation briefing and information updates
ii. Creating a new operation procedures which standardize and enhance daily activities of officers to be consistent with operation and managerial requirements
iii. Leading a technical typing team to build a new operational call scripting to enhance the quality of information provided to customers.
• Acting team leader complaint management at Etisalat billing team managing all of the daily operational requirements such as assigning daily activities, supporting my team in the operations area, assuring finishing of assigned tasks with the best possible customer satisfaction in alliance with agreed corporate key performance indicators.
• On 8-6-2013 I had been promoted to a second level support for all operation inquiries and follow up on customer complaints including technical and billing issues and acting as a team leader in the absence of operation team leader (answering supervisor calls, work force management, and operation support).
• Since 8-5-2011 I became a senior customer support agent and help in establishing a help line (prestige section) dedicated to the royal family of United Arab Emirates and high valued customers supporting all types of Etisalat services.
• Since joining time and till 8-12-2010 I was working in a general inquiry section answering customer quires related to billing and technical issues against various services offered by etisalat.
• During my experience in etisalat call center I had been selected many times for special teams like consistency team and top management support center.
• Acting team leader complaint management at Etisalat billing team managing all of the daily operational requirements such as assigning daily activities, supporting my team in the operations area, assuring finishing of assigned tasks with the best possible customer satisfaction in alliance with agreed corporate key performance indicators
• On 8-6-2013 I had been promoted to a second level support for all operation inquiries and follow up on customer complaints including technical and billing issues and acting as a team leader in the absence of operation team leader (answering supervisor calls, work force management, and operation support).
• Since 8-5-2011 I became a senior customer support agent and help in establishing a help line (prestige section) dedicated to and the royal family of United Arab Emirates and high valued customers supporting all kind of Etisalat services.
• On 8-12-2010 I became a technical support agent for blackberry and I phone support covering all hardware and software issues.
• Since joining time and till 8-12-2010 I was working in a general inquiry section answering customer quires regarding billing and different services of etisalat.
• During my experience in etisalat call center I had been selected many times for special teams like consistency team and top management support center.
Job Responsibilities:
Started as a sales representative in retails branch for 8 months (mobile sales)
For the next 5 months I was on special project to extend company retail branches in many different locations (establishing new retail shops) in 4 different cities.
For the remaining months I was acting as team leader responsible for :
• Enhancing sales techniques
• Training of new joiners staff
• Reporting daily sales to top management
• Reporting inventory levels
• Cash handling