Assistant Manager
Abu Dhabi Department of transportation (ITC)
مجموع سنوات الخبرة :10 years, 11 أشهر
- 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
• 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
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
Duties and Responsibilities:
•Support and provide superior service via phones, e-mails and faxes as a
