Contact Center Manager
Dubai Trade
Total years of experience :18 years, 3 Months
• Managing different business unit accounts like, Dubai Customs and Jafza.
• Providing thorough analysis to gage performance against agreed SLAs.
• Focusing on digitalization opportunities and calls reduction plans.
Monitored, analysed and reported guests feedback.
•Liaised with the Enterprise Analytics department for daily reports and analysis.
•Designed and enhanced operational models for maximum operational efficiency.
•Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
•Consistently offered personalised recommendations for guests activities based on guests feedback.
•Managed key projects like:
•Voice of Customer (VOC).
•Guest Advisory Board project.
•EY Social Media Interaction project.
Global Contact
daily operations to achieve agreed SLAs and KPIs.
•Worked closely with the team leaders and supervisors to define their responsibilities and area of improvements.
•Analysed calls and revenue data to determine operational trends and provided solutions to stimulate sales and improve service quality.
•Hired, developed, coached, mentored staff.
ACKNOWLEDGEMENTS
•Shukran certificate for successfully executing the Guest Advisory Board project in 2019.
the operations of three Customer Service Units including the Dubai Mall branch (The largest CSU in the MENA region).
•Managed the CSU managers growth plans
and motivated sales and service team to achieve and exceed management expectations.
•Coached staff and identified training needs.
•Ensured HSBC group standards are met and maintained in appearance and soft skills.
•Monitored and reported daily sales achievements and customer satisfaction scores.
and maintained relationships with government and private entities.
•Managed Sharjah and Northern Emirates portfolio.
•Enhanced department sales by attracting new payrolls.
•Reported customers feedback to the higher management.
Demand Drafts, Cashier Orders, Telegraphic Transfer, Clearing Cheques and high-volume cash transactions.
quality sales referrals and reported customers complaints.
In Progress