Assistant Manager (New Account Department )
American Express Saudi Arabia LTD
Total des années d'expérience :21 years, 5 Mois
• Follows all relevant department s policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Follows the day-to-day operations assigned for the quality monitoring section to ensure compliance with the established standards and procedures.
• Monitor inbound and outbound calls to ensure quality customer service and adherence to the policies & procedures of the organization. Provides feedback, coach agents, assist in the creation of quality standards, in adherence to company policies and a commitment to Quality customer service.
• Monitor / Audit recorded or Live calls and subsequently Coach agents on parameters critical to quality on daily basis for all team members in order to reduce Defect rate on Parameters Critical to Quality thereby increasing Quality of ASAL Touch points.
1-Computer technician (1) course, Six months . 2-Communication Skills providing by ITS training Center, Riyadh Saudi Arabia 2002. 3-Fraud Management Best Practices providing by PIC SOLUTIONS (American Express Training Center Riyadh Saudi Arabia 2007). 4-Performance Management Best Practices providing by PIC SOLUTIONS (American Express Training Center Riyadh Saudi Arabia 2007. 5-RISK MANAGEMENT BEST PRACTICES - NEW ACCOUNTS SEMINAR (American Express Training Center Riyadh Saudi Arabia 2008). 6-Supervisory Skills Course - (American Express Training Center Riyadh Saudi Arabia 2008). 7-Motivating for Performance - (American Express Training Center Riyadh Saudi Arabia 2008).