Customer Service Manager
My Clinic
Total years of experience :14 years, 7 Months
Managing the daily running of the all patient journey from appointment till check out, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.
Ensure Best customer experience.
Carrying out needs assessments, performance reviews.
Setting and meeting performance targets for speed, efficiency and quality.
Ensuring all relevant communications, records and data are updated and recorded.
Liaising cross-functionally to gather information and resolve the members’ complaints.
Monitoring random calls to improve quality, minimize errors and track operative performance.
Coordinating staff recruitment and liaising with HR staff.
Reviewing the performance of staff, identifying training needs and planning training sessions.
Handling the most complex customer complaints or enquiries.
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.
Setting and meeting performance targets for speed, efficiency and quality.
Ensuring all relevant communications, records and data are updated and recorded.
Liaising cross-functionally to gather information and resolve the members’ complaints.
Monitoring random calls to improve quality, minimize errors and track operative performance.
Coordinating staff recruitment and liaising with HR staff.
Reviewing the performance of staff, identifying training needs and planning training sessions.
Handling the most complex customer complaints or enquiries.
Organizing staffing, including shift patterns and the number of staff required to meet demand using the Work Force Management System (WFM).
Coaching, motivating and retaining staff and coordinating bonus.
March 2012 up to date
Sr. Officer - Customer Service
o Supervise, update and follow up an integrated data base for our members.
o Respond to any questions members may have.
o Solve our members complications
o Receive requests from our members and re fax it back.
o Contact the members and respond to all their questions and needs.
o Set up the necessary suggestion to improve work performance at the department.
o Advise them the helpful medical advices and info.
o. Working on Bupa Arabia social media accounts on Facebook and Twitter.
o response to all emails whether they are enquiries or complaints.
( Alfursan Program Call Center) with Acxiom Company
Call Center Agent Customer Service
Job description:
1- Answer phones and respond to customer requests.
2-Follow-up on customer inquires not immediately resolved.
3-Complete call logs and reports.
4-Receive a hander of emails and find an appropriate responds.
Bachelor with very good category King Khalid University Faculty of languages and translation Abha, Saudi Arabia
Bachelor with very good category King Khalid University Faculty of languages and translation