Customer Service Representative
BARWA BANK
مجموع سنوات الخبرة :3 years, 3 أشهر
BARWA BANK Customer Service Representative: (QATAR) Responding to customers inquiries according to the call center processes and KPIs
October 2010 by the suitable approach. (Telephone, Fax, Mail ) in the required time frame.
Till June 2013 Build customers awareness in the services and products offered by the bank.
Perform maintenance activities in the system as per the customer request (blocking
Cards, statement enquiry, Cheque book request etc.)
Provides customer satisfaction and strives to continuously improve service delivery.
Document customer queries and requests and forward to different department for
Resolution.
Follow up with each department the status of the customer requests and update the
Customer accordingly.
EZDAN Maintenance call center Quality Assurance: REAL STATE Monitor all types of End-user transactions.
(QATAR) Coach errors (non-critical and 1st critical errors) made by CSRs, as well as
JUNE 2013 Recognition for CSRs with 0 errors.
TILL JAN 2014 Create and update knowledge base for new and existing accounts.
Provide reports of QA results per transaction on a regular basis.
Investigate and respond to complaints generated from End User Satisfaction
Survey.
Extract calls upon clients' request/s and/or any End User complaints.
Communicate with TL to enhance the quality and performance agents.
Evaluation certificate for new agents.
Manage and communicate the monitoring sample size.
Provide orientation package, customer service, technical training and training
Facilities.
Report class performance after training class and document test scores.
Responsible for OJTs (On the Job Training)
Assessing new trainees after the training and regularly check and develop Knowledge.
MCDONALD'S Call center Team Leader: (QATAR) Support and manage a group of Call Center Representatives.
Analyzes center and agent historical performance, generates forecasts, generates schedules, and FROM JAN 2014 Manages schedule changes
Till PRESENT Apply critical thinking and possess leadership skills.
Act as a role model, resolve complex participant issues and provide continuous coaching and
Monitor calls for quality
Track Call Center Representative performance behaviors identify areas for improvement
Manage the day-to-day responsibilities in a fast-paced, deadline driven environment.
Manage direct reports in the following capacity: Monitor calls for quality, provide performance
Coaching.
SKILLS
- Adjusted keyboarding speed of 50 wpm
- Good knowledge of basic computer skills and MS Office.
LINKDOTNET customer services office Representative: Work for an organization to promote customer care.
April 2009 - till Answering to the queries of the customers in an ethical and informative present
October 2010 Giving appropriate and relevant information to the customers.
Updating any requests made by the customers into the system to complete the task
Initiate conversation to uncover customers' needs.
Have complete knowledge of services rendered, and complete line of products, taking
responsibility to stay update and ask for assistance to acquire latest developments
September 2004 - April 2007
Vodafone
Egypt
April 2007 - April 2009
Working as telemarketing agent responsible for selling long distance calls and international calls.
Introducing the company software to the customers.
Targeting new customers, explain the advantages of the company software, how it works and how it will help them with their day to day commercial transactions.
Monitoring & maintaining the software after installation.
Customer Service Representative: Answer phones and respond to customer requests.
Sell product and place customer orders in computer system.
Provide customers with product and service information.
Up sell products and services.
Transfer customer calls to appropriate staff.
Identify, research, and resolve customer issues using the computer system.
Follow-up on customer inquiries not immediately resolved.
Complete call logs and reports.
Research billing issues.
Research misapplied payments.
Recognize, document and alert the supervisor of trends in customer calls.
Recommend process improvements, Other duties as assigned
April 2004 -August 2004
LotusSoft for Programming
September 1999 - May 2003 Bsc in Management, Major Computer Science Sadaat Academy for Management Science
September 1996-May 1999 Graduated from Garden City Experimental Language School.