أنس كايد الفي Alfi

• Managed/Supervised a team of 20 call center agents
• Arranged meetings with high end clients regarding major business devolpments
• Planned several projects that made major turns in the company involving escalated profitable rates
• Devoloped new product to the company attaining the project codes and procedures from A - Z
• Respond to customer inquiries and complaints.
• Research required information using available resources and knowledge engine.
• Provide customers with product and service information.
• Identify and escalate priority issues.
• Collaborate between team members and management to optimize customer services by sharing call logs and call reports.
• Route calls to the appropriate needed resources.
• Handle customer complaints and resolve them professionally.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, hold, interruptions, and unintentional disconnects.
• Develop a “thick skin” mentality to deal with job stress, angry callers and upset customer.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Responsible for complete ticketing system, devolpment, sales and maintanance.
• Designed and prepared tickets for 60K+ visitors, arranging fullfilment and dispatch of all tickets (Formula 1 Abu Dhabi)
• Processed high end revenue reports for daily, mothly and YoY sales.
• Managed and maintained ticketing system for, the Abu Dhabi Formula 1 ticket sales (ENTA ticketing system, Platinium Group Ticketing Solutions)
• Succesfully completed customer service and ticket sales operations for Formula 1 Abu Dhabi 2012, 2014, 2015, 2016
• Managed the dispatchof 60k + tickets along with collection of non dispatched tickets to more then 5k customers
• Managed the box office for ticket resolutions and collection for Formula 1 Abu Dhabi 2014, 2015 and 2016, managing a team of 36 individuals to deal with all ticketing operations and customer service related issues along with merchandise sales
• Coordinated many major projects of marketing campaigns to boost ticket sales and reach targets in very short time frames

❖ Knightsbridge Chemicals FZE UAE
Customer Service Manager
Sharjah, UAE 02/2012 - 09/2012
Reference: Sales Director - Andrew Neal Andrew.neal@knightsbridgechemicals.com

Knightsbridge Chemicals FZE --- February, 2012 thru September, 2012---
• Arranged shipments for various companies worldwide, comparing many different freight lines. Selecting priority in both service and charge
• Dealt with many high profile clients around the world with livid moods. Concerning late shipments, false bank transfers, missing products etc
• Supervised 4 different customer service/ sales agents assuring organization in files, precision in reports and perfection in time manners.
• Provided daily, weekly and monthly reports concerning sales, client needs, freight charges, product supply and demand

❖ Abu Dhabi Motor Sport Management FORMULA 1 Abu Dhabi
Ticketing Assistant/ Call Center Supervisor
Abu Dhabi, UAE, 02/2011 - 02/2012
Reference: ( Supervisor - Nader Assad +971505186286)

ADMM Formula 1 2011 ---February, 2011 thru February 2012
• Supervised 8 call center agents to assure highest quality customer service via telecommunication and internet communication.
• Orchestrated many events, hence dealing with non prepared agents, ticketing issues, registration process, security check points, and settling daily and weekly income providing reconciliation for 8 agents.
• Individually presented daily, weekly, monthly and performance reports regarding sales and work progress.
• Grasped many complaints and very rapidly compensated them to meet both client, and company requirements.
• Assured great customer satisfaction complying with companies terms and conditions making no exceptions on the change of the companies policy.
• Experienced sales and ticketing of one of the largest sport events in the world Formula 1 2011, dealing with more than 500 calls daily and keeping track of all ticket booths including agents preparation, customer complaints, technical issues, making sure the problem is solved with customer satisfaction.

❖ PCS Wireless
Cell Phones Partner/Manager ( 5 Locations)
Las Vegas, NV, U.S.A. 01/2008 - 12/2010
Reference: ( Partner - Mosab Al Harasees +7026892887)

PCS Wireless *Self Employed* --- January, 2008 thru December, 2010
• Hired, trained, supervised and mentored 12 sales people; motivated staff to meet/exceed established sales goals and objectives by developing effective sales incentives
• Purchased cell phone inventory from auction wholesalers, conducted appraisals, directed the reconditioning of trade in phones for resale and assisted with new phone sales
• Created innovative promotional marketing strategies
• Gave final approval on all sales, trade- ins, financial and business transactions. \[ generated sales of 300-400 cell phones per month\]
• Designed and place advertising featuring auto sales and cell phone inventory; appeared in many dealership television commercials and created promotional marketing strategies to stimulate sales growth such as off site tent sales events, appraised trade ins, radio promotions and orchestrated such events personally.

❖ Metro PCS Communications
Call Center Team Leader
Sacramento, CA, U.S.A. 10/2006 - 08/2007
Reference: ( Supervisor - Numan +19163709793)

➢ Professional Work Skills: Metro PCS Communications
October, 2006 thru August, 2007
• Initiated Inbound and Outbound calls to customers dealing with many complaints, frustrated/irritated customer managing a transparent personality keeping the positive feedback to the company towering
• Ensured call center team provided highest standards of customer satisfaction and quality service at all times receiving towering feedback at all time.