Total Years of Experience: 11 Years, 6 Months
July 2017
To Present
Career Adviser
at American University of Kuwait
Location :
Kuwait - Hawali
September 2015
To May 2017
Call Center Team Leader
at Kharafi Global
Location :
Kuwait - Al Kuwait
Be in charge of running and managing the call center daily ”we are handling 3 food and beverage brands Johnny Rockets, Nino, Leila Min Lebnen”
Schedule and organize shift patterns for other team members .
Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
Monitor all calls to ensure that due procedures and quality standards are strictly applied.
Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
Conduct regular review of all call center agents performance and organize training sessions for under performers.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Schedule and organize shift patterns for other team members .
Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
Monitor all calls to ensure that due procedures and quality standards are strictly applied.
Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
Conduct regular review of all call center agents performance and organize training sessions for under performers.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
June 2015
To August 2015
Customer service officer
at Arabian Cement Company
Location :
Egypt - Cairo
January 2013
To June 2015
Supervisor
at Kidzania Cairo
Location :
Egypt - Cairo
• Offer good service to visitors.
• Interact with the children who visit KidZania and implement the dynamics in compliance with documentation, guidelines and procedures determined by the commercial partners.
• Be up to date in dynamics, attending training due to changes or dynamics renovations.
• Attend to and provide solution to visitor complaints and simple problems and direct them to the Coordinator if needed.
• Keep control of visitor affluence through the system and manually, in case of system failure or absence.
• Elaborate daily the establishments elements checklist, completely and exactly.
• Elaborate establishments raw materials inventory.
• Interact with the children who visit KidZania and implement the dynamics in compliance with documentation, guidelines and procedures determined by the commercial partners.
• Be up to date in dynamics, attending training due to changes or dynamics renovations.
• Attend to and provide solution to visitor complaints and simple problems and direct them to the Coordinator if needed.
• Keep control of visitor affluence through the system and manually, in case of system failure or absence.
• Elaborate daily the establishments elements checklist, completely and exactly.
• Elaborate establishments raw materials inventory.
July 2012
To November 2012
Agent
at ECCO Outsourcing
Location :
Egypt - Cairo
• Answer incoming calls and respond to customer’s emails.
• Management and resolve customer complaints.
•Identify and escalate issues to supervisors.
• provide product and service information to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Follow up customer calls where necessary.
• Up sell products and services.
• Management and resolve customer complaints.
•Identify and escalate issues to supervisors.
• provide product and service information to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Follow up customer calls where necessary.
• Up sell products and services.
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