Customer Service Manager
The Luxury Closet
Total years of experience :17 years, 2 Months
managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
carrying out needs assessments, performance reviews and cost/benefit analyses;
setting and meeting performance targets for speed, efficiency, sales and quality;
ensuring all relevant communications, records and data are updated and recorded;
advising clients on products and services available;
maintaining up-to-date knowledge of industry developments and involvement in networks;
staff recruitment, including writing vacancy advertisements and liaising with HR staff;
reviewing the performance of staff, identifying training needs and planning training sessions;
recording statistics, user rates and the performance levels of the centre and preparing reports;
handling the most complex customer complaints or enquiries.
organising staffing, including shift patterns and the number of staff required to meet demand;
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
forecasting and analysing data against budget figures on a weekly and monthly basis.
Deliver World Class Customer Service and build customer satisfaction and loyalty, Set a clear mission and deploy strategies focused towards that mission.
Conducting effective customer management courses with drivers for the company and achieved a 15% improvement quarterly for the customer service index for the company.
Ensure that all work related to operating the servicing units meets or exceeds established guidelines and are performed according to schedule.
Forecast resource requirements for peak and non-peak business periods.
Provide direct supervision to a Supervisors, Senior SCRs, and SCRs.
Manage, track, analyze and report operational volumes (calls, enrolment/change processing) and client-to-staff ratios for the purpose of proactively making recommendations on assignments and for overall productivity improvement.
Support integration / alignment of new client and services relationships into servicing units.
Develop short and long-term customer service strategic and tactical plans.
Direct Distribution management to ensure that production and quality of work is in line with division goals.
Collaborate with senior management to create budgets and regular re-forecasts for the company, develop strategic plans for the division.
Assure Best Practice targets are utilized to meet division productivity, service level, and expense targets.
Taking the lead of Careem Call Centers in KSA and Egypt remotely from Dubai and by traveling from time to time to assure a high level of customer satisfaction in accordance with Dubai Team (Head office).
The Dubai customer service team handles customer relations for our UAE, KSA, Egypt, Morocco, Lebanon, Pakistan, Qatar, Kuwait and Bahrain full operation processes.
Manage, track, analyze and report operational volumes (calls, enrolment/change processing) for the purpose of proactively making recommendations on assignments and for overall productivity improvement.
Perform market research to study consumer behavior, latest trends and competitor activity.
Monitor and improve ordering, telephone handling and other procedures, evaluate performance with key metrics (accuracy, call-waiting time etc.)
Organize regular meetings with management to discuss about business updates, issues and opportunities.
Hire, coach and provide training to personnel to maintain high customer service standards
Ensure that all work related to operating the servicing units meets or exceeds established guidelines and are performed according to schedule.
Forecast resource requirements for peak and non-peak business periods.
Manage, track, analyze and report operational volumes (calls, enrolment/change processing) and client-to-staff ratios for the purpose of proactively making recommendations on assignments and for overall productivity improvement.
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Taking the lead of Careem Call Centers in KSA and Egypt remotely from Dubai and by traveling from time to time to assure a high level of customer satisfaction in accordance with Dubai Team (Head office).
• Efficiently handled all incoming phone calls and accordingly resolved standard customers’ requests and route issues that need follow-up to customer service team consistent with overall goals and objectives of the organization.
• Responded to customers’ inquiries via phone, e-mail (internal customers), fax and SMS, in accordance with company standards and delivered exceptional customer service by proactively building customer relations and assuring first call resolution to all customer complaints.
• Facilitated a pleasant and hassle free experience for the customers, resolved customer complaints effectively within specified time frames, to ascertain customer feedback is actively solicited/ recorded and appropriately acted upon.
• Monitored the gathered information, researched/resolved, inquired and logged customer calls, thereby communicated appropriate options for resolution in a timely manner.
• Deployed resources/ personnel and conceptualized strategies to optimize call center operations in coordination with clients, supervisors and call center employees.
• Referred unresolved customer grievances or specific customer requests to designated departments and sales owners for efficient service and further investigation.
• Maintained records of customer interactions and transactions, recorded details of inquiries, complaints and comments, as well as actions taken to cater to the same.
• Kept abreast of new developments, changes in policies/procedures to enhance the quality of customer service provided.
Receptionist, Hotel Reservation Rep.& Call Operator .
Bachelor of Tourism and Hotels El Minia Egyptian University 2006 Note: Passed all the practical tests in several companies and hotels under the supervision of the university WORK EXPERIENCE & Qualifications
• Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries. • Directs visitors by maintaining employee and department directories; giving instructions. • Maintains security by following procedures; monitoring logbook; issuing visitor badges. • Maintains telecommunication system by following manufacturer's instructions for house phone and console operation. • Maintains safe and clean reception area by complying with procedures, rules, and regulations. • Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs. • Contributes to team effort by accomplishing related results as needed. • Skills/Qualifications: Telephone Skills, Verbal Communication, Microsoft Office Skills, Listening, Professionalism, Customer Focus, Organization, Informing Others, Handles Pressure, Phone Skills, Supply Management