Senior Retail Advisor
Vodafone Qatar
مجموع سنوات الخبرة :20 years, 4 أشهر
As Senior Retail Advisor, at the Vodafone retail stores, oversee the sales of Vodafone telecom products, dealing with customer complaints and maintaining customer accounts as per the specific Key Performance Indicators-
Check stocks and track inventory level
Organise store layout and merchandise display
Initiate steps to increase customer satisfaction as well as deliver the service levels as required by customers
Handle customer complaints to maximise satisfaction level.
Manage customer’s in store experience
Contributions:
Made significant contributions to help raise the net promoter score of the store from 20 -58
Implemented the customer relation management programme (CRM).
As Retail Advisor, spearheaded the daily sales at the Vodafone retail stores as per the measurable Key Performance Indices-
Ensured positive customer experience
Planned & executed sales and continuously achieved set sales targets.
Contributions:
Recognised as Best Champion Award for Red Sales for the year 2009-2010 after successfully meeting 300% per agent targets.
Received appreciation from clients for my dedication, innovation and excellence in customer service.
As Duty Manager- Customer Care Desk (Complaints), worked as claims & complaints handler for the customer service department, developed & maintained relationship with key customers as per the Key Performance Parameters-
Made and received customer service calls
Dealt with customer complaints
Handled insurance claims.
Liaised with insurance agency regarding the claims
Tracked insurance claims trend
Monitored call center experience of customers
Prepared reports for management
Contributions:
Felicitated with award as the Best Employee of the quarter 2 in 2008
Recommended process improvements based on study of the complaint trends
As Customer Service/ Sales, handled customer service calls as per specific Key Performance Matrices-
Worked as a temporary placement in the customer service department.
Maintained customer credit card accounts and undertaken cross selling of products.
Contributions:
• Made noteworthy contributions to effectively monitor key accounts
• Developed a robust evaluation model to ensure that all new agreements with new customers maintain the profitability parameter measures as required by the top management.
Technical Fraud Coordinator (Motor Claims) (Dec 2006- March 2007)
(Reported to the Fraud Manager & led a team of 3)
Call Centre Agent (motor Claims) (Mar 2006- Dec 2006)
(Reported to the Call Centre Team Lead)
As Technical Fraud Coordinator (Motor Claims), worked as a complaints handler & technical fraud coordinator for the Total Loss Claims team & Motor Claims Team, Norwich Union Direct, a UK Based process primarily dealing with the Motor accident claims reported by policy holders as per specific Key Performance Indicators-
Interfaced with engineers, garages and the policy holders’ to ensure speedy settlement of claims
Handle complicated, high-value and possible fraudulent claims for Norwich Union Direct (Aviva), U.K. and pushed for fraud related savings for the company.
Investigated claims for misrepresentation of material facts like ownership, use, non-disclosed claim history, etc.
Liaised with underwriters, analyzing policy history and its associated risks; liaising with Engineers on accident damage and modifications
Coordinated with insurance companies & internal company departments for policy improprieties ensuring smooth flow of the entire work process & targeted the right kind of customer base
Handled escalation calls, send reports regarding complaints and probable remedies for review by the financial ombudsman services, UK.
Call Centre Agent (motor Claims), worked with the Motor Claims Team of Norwich Union Direct, a UK based process as per the Key Result Areas-
Dealt with customer service issues and maintained customer motor policies
Processed customer motor claims
Contributions:
Was the fraud buster of three consecutive month from August 2006 to October 2006
Top Scorer in Training, performance and quality programs
Was adjudged all rounder of the month in July 2006 on all target parameters
As Call Centre Agent (Customer Service), was an advisor & handled assigned tasks as per the Key Performance Indices-
Worked with the credit card department of Marks & Spencer; a UK based process dealing with maintaining customer credit card accounts.
Worked with Admiral Insurance of Admiral Groups Limited; a UK based process dealing with Motor insurance. Duties primarily included dealing with customer service issues and maintaining customer motor policies
Contributions:
Successfully ensured best practice replication and functional core competency enhancement
Effectively initiated steps in the continuous drive for process improvement
Worked on engines of Pratt & Whitney JT9D-7Q, Pratt & Whitney 4056, GE 50C2 &80C2 and Auxiliary power unit of Pratt & Whitney 901A, GTCP 331-250H. Work primarily consisted of assembly, disassembly, rigging and various other checks of performance during power plant build up