Total Years of Experience: 10 Years, 9 Months
April 2017
To Present
Assistant Manager
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at Abu Dhabi Department of transportation (ITC)
Location :
United Arab Emirates - Abu Dhabi
- Leading a team of 52 employees in 6 different call center department (KPI Based with 140k+ calls volume/Month) Along with 4 Kiosks face to face customer service
- Responsible for all taxis dispatch system, Mawaqif, Buses and toll gates and its daily activities (complains, customer service, surveys, lost and found, tracking, billing ), (600535353) & (800850)
- Achieving ITC target through developing a team able to handle all service of transportation & Customer service in Abu Dhabi/Al- Ain & Western region
- Monitor drivers daily activity through dispatch management system
- Responsibility of final decisions for billing (credit cards, cash, and discount cards)
- Established new IVR with all scope of services for (800850), with forecasting plan of next 3 years
- Service level increased from 76% in 2016 to 99.7 in 2021
- Determine KPI elements for maximum target achievement for (600535353) & (80088888)
- Recruiting, training and coaching employees based on company needs
- Direct reporting to Director of Operation & Customer service
- Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
- Daily, weekly and monthly reports for performance & system evaluation
- Daily Emails and system follow up
- Best governmental call center/Customer service in Abu-Dhabi 2019 & 2021
- Responsible for all taxis dispatch system, Mawaqif, Buses and toll gates and its daily activities (complains, customer service, surveys, lost and found, tracking, billing ), (600535353) & (800850)
- Achieving ITC target through developing a team able to handle all service of transportation & Customer service in Abu Dhabi/Al- Ain & Western region
- Monitor drivers daily activity through dispatch management system
- Responsibility of final decisions for billing (credit cards, cash, and discount cards)
- Established new IVR with all scope of services for (800850), with forecasting plan of next 3 years
- Service level increased from 76% in 2016 to 99.7 in 2021
- Determine KPI elements for maximum target achievement for (600535353) & (80088888)
- Recruiting, training and coaching employees based on company needs
- Direct reporting to Director of Operation & Customer service
- Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
- Daily, weekly and monthly reports for performance & system evaluation
- Daily Emails and system follow up
- Best governmental call center/Customer service in Abu-Dhabi 2019 & 2021
October 2014
To March 2017
Customer Service supervisor
at Al dar
Location :
United Arab Emirates - Abu Dhabi
• leading a team of 24 person to achieve high end customer service
• Supervising Call center team
• Dealing with all clients & customers
• Managing Team operation and daily activities
• Responding to Clients / Customers orders, Online and/or in site
• Supervising all Help desks
• Daily report to the higher management
• Cash handling
• CRM system daily handling
• Rresponding to all operations related to retailers
• display team work spirit and respect diversity
• use upselling technique to promote other amenities of the organization
• Telephone and E-mail operating
• Supervising Call center team
• Dealing with all clients & customers
• Managing Team operation and daily activities
• Responding to Clients / Customers orders, Online and/or in site
• Supervising all Help desks
• Daily report to the higher management
• Cash handling
• CRM system daily handling
• Rresponding to all operations related to retailers
• display team work spirit and respect diversity
• use upselling technique to promote other amenities of the organization
• Telephone and E-mail operating
July 2010
To December 2010
Customer service Agent
customer service and render assistance to passengers at various areas such as; Departure Halls, Arrival Halls and Check-in Counters
•Proactively mingle and interact with passengers
•Perform any other passenger related administrative duties as required
•Proactively mingle and interact with passengers
•Perform any other passenger related administrative duties as required
March 2009
To December 2009
Call center agent
at Orascom Company
Location :
Egypt
Duties and Responsibilities:
•Support and provide superior service via phones, e-mails and faxes as a
•Support and provide superior service via phones, e-mails and faxes as a
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