Training and quality manager
Dubai Technologies
مجموع سنوات الخبرة :12 years, 0 أشهر
Training & quality manger
• Started the learning & development program of DT (DT
academy) to identify the future leaders and get the best out
of the staff.
• Designed multiple training courses with assessments
across the company.
• Used multilingual expertise to improve communication
skills resulting in positive customer feedback.
• Implemented an employee engagement strategy.
• Point of contact with all DT clients to make sure all the
KPIs and deliverables are in place.
• Improved the average quality scores to above 90% through
trainings and feedbacks.
• Part of the business development team to expand the market
share.
Carefully managed complaint escalations, remaining calm
and professional throughout to maintain positive customer
satisfaction ratings.
• Continuously sought change and improvement within call
centre operations, consistently developing performance
and productivity levels.
• Carried out regular call and communication monitoring,
ensuring service provisions meet defined quality standards.
• Reduced average customer call times by 4 minutes
through targeted training in efficiency and quality control.
• Recruited, hired and trained new employees, including
Maintained currency on industry trends and changes and
participated in professional development opportunities to
strengthen product and service knowledge.
• Maintained detailed understanding of current investment
trends to expertly guide customer purchases.
• Provided excellent bonds sales services by advising
customers with investment needs on products with
up-to-date knowledge of finance
• Consistently delivered over 2 million AED a month KPI
targets by performing meetings and outbound callings.
team lead
• Monitored staff performance levels, implementing
necessary changes to improve productivity and meet the
company's targets.
• Strategically managed customer support processes to
deliver continued productivity across all departments.
• Maintained excellent staff compliance levels with contact
center regulations through thorough education and
guidance.
• Coached, mentored and inspired the team by leading
through example to achieve outstanding sales figures.
• To ensure that all sold items are dispatched in a prompt
and efficient manner, maintaining regular communication
with the customer in the event of any delays
• To report any concerns to the E-commerce and
Merchandise Manager promptly
Maintained currency on industry trends and changes and
participated in professional development opportunities to
strengthen product and service knowledge.
• Maintained detailed understanding of current investment
trends to expertly guide customer purchases.
• Provided excellent bonds sales services by advising
customers with investment needs on products with
up-to-date knowledge of finance
• Consistently delivered over 2 million AED a month KPI
targets by performing meetings and outbound callings.
Provided leadership and direction for employees,
supervising activities to drive productivity and efficiency.
• Developed exceptional levels of customer care through
targeted training and rigorous staff recruitment processes.
• Led and managed thriving team of 25 for 3 years.
• Helped Salik contact center win best GDCC award 2015.
• Helped Salik contact center win "insights" awards
Participated in design of call monitoring formats and quality
standards.
• Used quality monitoring data management system to
compile and track performance at team and individual
level.
• Provided feedback to call center team leaders and
managers.
• Prepares and analyzes internal and external quality reports
for management staff review.
• Perform other duties as assigned.
Handled high call volume, working accurately and
efficiently for optimum productivity and profitability.
• Processed queries, seeking effective, timely solutions for
continued customer satisfaction.
• Answering phones from customers professionally and
responding to customer inquiries and complaints.
• Identifying, escalating priority issues and reporting to the
high-level management.
• Completing call notes and call reports as necessary and
updating them in the CRM.
Administration: HR management