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Ali Barham, Contact center team leader

Ali Barham

Contact center team leader·noon

United Arab Emirates

High school or equivalent, Scientific

Work experience

Total years of experience: 6 years, 3 months

Contact center team leader

September 2017 - January 2018

noon

Dubai, United Arab Emirates

September 2017 - January 2018

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

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Adviser

August 2016 - April 2017

National Bonds Corporation

Dubai, United Arab Emirates

August 2016 - April 2017

•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

Company industry:
Economics & Financial Consulting
Job role:
Sales

call center team leader

June 2013 - July 2016

Salik

Dubai, United Arab Emirates

June 2013 - July 2016

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

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Quality Control Representative

September 2012 - May 2013

Salik

Dubai, United Arab Emirates

September 2012 - May 2013

• 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

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Quality Control

customer service representative

February 2012 - September 2012

Salik

Dubai, United Arab Emirates

February 2012 - September 2012

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.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Support Services

Marketing Coordinator

August 2011 - August 2011

SAMA Advertising Company

Ajman, United Arab Emirates

August 2011 - August 2011

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.

Company industry:
Advertising
Job role:
Marketing and PR

Customer Service Representative (Temporary Role)

July 2010 - December 2010

Dubai Land Department

Dubai, United Arab Emirates

July 2010 - December 2010

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.

Company industry:
Public Administration
Job role:
Customer Service and Call Center

Education

High School in NCS School in Dubai

January 2010

January 2010

High school or equivalent, Scientific

United Arab Emirates

2010: High School in NCS School in Dubai.

Skills

Customer Service
Expert
Customer Service
Expert
QC
Expert
QC
Expert
Staff Training
Expert
Staff Training
Expert
Customer Satisfaction Analysis
Expert
Customer Satisfaction Analysis
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
MICROSOFT OFFICE
Expert
MICROSOFT OFFICE
Expert
TEAM PLAYER
Expert
TEAM PLAYER
Expert
TIME MANAGEMENT
Expert
TIME MANAGEMENT
Expert
TRAINING
Expert
TRAINING
Expert
Customer Service
Expert
Customer Service
Expert
QC
Expert
QC
Expert
Staff Training
Expert
Staff Training
Expert
Customer Satisfaction Analysis
Expert
Customer Satisfaction Analysis
Expert

Languages

English
Expert
Arabic
Expert

Training and Certifications

Training
Effective team-leadership skills
spearhead
Apr 2014

Hobbies

  • Playing Football
    A certificate from Mohammed Bin Rashid for special talents in 2003