Quality Assuance senior associate, ENBD -Dubai
Emirates NBD (Tanfeeth)
Total years of experience :11 years, 6 Months
I joined the bank as a customer service associate, responsible for handling the customer’s problems & queries regarding their accounts, credit cards and/or deposits with ENBD. My duties were as follows:
•Day to day customer and requests handling.
•Dealing with account, credit card and deposit issues, changes and requests.
•Handling problems and raising flags to achieve best resolution during the call itself (FCR)
and maximum Customer satisfaction.
•Billing inquires and/or issues.
•Guiding the customer with any query that they got.
•Service-selling new offers, promotions and/or services the bank has on periodic
basis (S2S)
Within 1.5 year and due to my excellence in fulfilling duties (especially customer satisfaction and first call resolution) I was promoted to quality assurance associate, my duties are now:
•Listening to and evaluating associates’ calls to maintain quality standards, which
include:
•Regular customer service calls.
•Priority and private banking calls.
•Group customer experience (GCE) calls.
•Escalation and happiness team calls.
•Team leaders’ calls.
•Maintaining quality standards by coaching associates in regular one-on-one sessions.
•Coordinating with team leaders to highlight each of their associates’ points of weakness
and putting forth plans to increase their quality levels.
•Running weekly coaching sessions with team leaders to follow up on each individual
Associate.
•Maintaining daily, weekly and monthly evaluation targets.
•Guiding associates and team leaders towards best optimum performance focusing on
quality CSAT (customer satisfaction) and FCR (First Call Resolution).
•Handling customers' complaints and redirecting the queries to best optimum
resolutions, including calling the customers back and reversing wrongly taken steps.
•Evaluating and analyzing calls answered and resolved by automated virtual assistant
software (EVA) including analysis of the course of action taken by the system and
following up until issue resolution.
•Proof-checking random calls which fall under optimum CSAT levels to make sure errors
are not repeated, including calling up the customers and resolving their issues.
•Personally maintain and run monthly competitions amongst associates for the best
appreciation calls, including highlighting the best customer appreciation verbatim,
maintaining a wall of fame, circulating Emails to encourage associates to participate and
•Running experimental practices with particular groups of associates, such as the R2C
With this role I was responsible for handling the customer’s problems & queries regarding his account with
Vodafone.
•Settings mobile configuration.
•Dealing with the account itself as far as barring/unbarring, voicemails…etc.
•Handling the network issues as far as the coverage & usage.
•Billing inquires and/or issues.
•Guiding the customer with any query that he got as far as his account and/or his
Handset itself.
•Upselling any new offers and/or services & products
I was the sole administrator in the Waste Water Treatment project (WWTP) under construction by Degrémont Egypt near Cairo, the job required fluent English & French language skills and my duties were to:
•Oversee and co-ordinate office administrative procedures and review, evaluate and implement new procedures.
•Establish work priorities, delegate work to office support staff, and ensure deadlines are met and procedures are followed.
•Co-ordinate and plan for office services, such as accommodation, locations, equipment, supplies, forms, disposal of assets, parking, maintenance and security services.
•Assemble data and prepare periodic and special reports, manuals and correspondence.
•Handle, send, receive as well as file, organize and sort all correspondence in both French and English languages.
•Handle and supporttechnical issues for Sony UK customers that could not be solved by the first line support, either by emails or phone calls as per customer’s wish.
Reason for leaving: Project ended, account closure.
Generating leads from online references (Yellowpages.com, Superpages.com)
•Initiate cold calls to prospects
•Generate qualified leads as per the 3-intersts criteria (Time, money and needs availability)
•Logging qualified leads to sales closers and demonstration initiation
•Generating daily sales & leads reports
Offshore Sales Closer / Sales Team Manager
•Closing sales over the phone
•Managing 14 telemarketers (openers)
•Achieving preset targets (Team level and individual level)
•Generate daily performance reports and monthly assessments
•Mentoring calls placed by my team members to find weakness points to minimize and strength points to focus on.
•Daily motivation team meetings
•Bi-weekly coaching sessions per sales associate
Handling billing and technical issues for Bamdac customer
Then when my family returned to Egypt, I received my preparatory and High School degrees
Then when my family returned to Egypt, I received my preparatory and High School degrees
Then when my family returned to Egypt, I received my preparatory and High School degrees
Then when my family returned to Egypt, I received my preparatory and High School degrees