Ali Barham

Monitoring and evaluating agent monthly performance, including call/email and after-work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.
• Participating in process of interviewing, hiring, and training call center employees
• Follow up on and help resolve customer and employee issues.
• Participate in disciplinary action of employees
• Develop, maintain and analyze performance reports on a daily/weekly/monthly basis
• Analyze performance results and implement department improvements
• Manage service levels and making adjustments to call routing and scheduling
• Meet monthly KPIs for customer satisfaction, quality and productivity.
• Conduct formal agent performance reviews, performance development plan, and assist agents with career development.
• Ensure that customers’ inquiries and escalations are resolved properly and within SLA

•Advise customers regarding their financial plans and assist them in achieving their financial goals
•Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.
•Focuses sales efforts by studying existing and potential volume of dealers.
•Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
•Provides historical records by maintaining records on area and customer sales

Roles and Responsibilities:

• Helping with training and development
• Handling complaints (from both staff and customers)
• Supervise the activities and work volume of Call Centre (CC) Customer Services
Representatives in attending to incoming customer enquiries and the resolution of
• Ensure agreed customer service standards are consistently met
• Actively participate in performance appraisals for CC Customer
Services Representatives
• Provide leadership, guidance and support to the CC Customer Services
Representatives
• Assist in the management staff rosters to meet anticipated business
Requirements to the agreed standards
• Reporting to senior level management

• Grading calls and giving feedbacks to the agents on how to improve
• Participating in the training sessions for the new agents
• Ensure customer satisfaction by calling the customers to get their feedback
• Leading a whole team of agents and being responsible for improving their performance
• Being responsible of the call center’s call floor when needed

Roles and Responsibilities:

• Managing phone inquiries and complaints as per the standard procedures of
Salik.
• Handling cpmplaints and suggestions from the customers.
• Creating requests and violation disputes for the customers.
• Maintain client relation and ensure customer satisfaction.

SAMA Advertising Company - July and Aug 2011

Marketing Coordinator (Summer Training)

Roles and Responsibilities:
• Maintain and update news website.
• Coordinate with other news agencies.
• Publish text messages news to subscribers.

Dubai Land Department - July to Dec 2010
Customer Service Representative (Temporary Role)


Roles and Responsibilities:
• Managing phone inquiries and complaints as per the standard procedures of
Dubai Land Department
• Achieving the required task in high-quality time with a professional attitude. Receive and process incoming and outgoing mails.
• Maintaining and updating a database which includes the staff's information.
• Maintain client relation and ensure customer satisfaction.
• The ability of working for long time and handling the work stress.