customer Success Manager
Dubai Islamic Bank,
Total years of experience :9 years, 11 Months
● Identifying operational issues and suggesting possible improvements.
● Monitoring and evaluating agent performance, providing learning or coaching
opportunities, and taking corrective action, if necessary.
● Ensuring agents understand and comply with all call center objectives,
performance standards, and policies.
● Answering agent questions regarding best practices or difficult calls.
● Received callers providing exceptional listening skills to determine
the nature of their call in order to clearly and precisely address their
inquiries in a professional manner
● Maintained quality control seeking new ways to improve customer
service.
● Resolving service, pricing and technical problems for customers by
asking clear and specific questions.
● Managed route schedules to maximize time and fuel efficiency
● Created customer satisfaction survey utilizing Microsoft Word to
drastically reduce potential problems
● Overseeing call center employees ensure customer satisfaction
goals were consistently met.
● Achieved company targets by 85% through exceptional convincing
power.
● Realized self-targets by 100% following merit in strategic sales
planning and execution.
● Reorganized the inventory, making the system 58% more efficient
than before.
● Overseeing call center employees ensure customer satisfaction goals
were consistently met.
● Developing all process controls and metrics for daily management of
the Call Center.
● Resolving service, pricing and technical problems for customers .