Manager - Call Center / Customer Service, Leasing and Advertising Departments
TECOM Investments
Total years of experience :25 years, 5 Months
• Handling the leasing Department and signing the lease agreements -authorized signatory-
• Monitoring the leases and ensure that all the clients have valid leases
• Preparing and reporting the KPIs reports of the leasing department to the top management
• Opening court cases in order to return back the offices from the clients who does not want to pay the rent
• Managing the Advertising and Venue Management Department and reporting the revenue on a monthly basis
• Monitoring the sales representatives target for indoor and out door advertising as well as the indoor and our door venues and ensure the implementation of the action plan
• Meet with the clients and ensure there satisfaction
• Discovering new advertising opportunities within TECOM Investments free zones to increase the revenue
• In addition to Handling the same tasks that I used to handle between Oct 2009 and May 2011
Oct 2009 till May 2011
- Customer Care Center Manager, TECOM investment-
• Managing all call center agents for incoming calls
• Providing on-job training
• Developing .Net Applications ((Wall board to display the number of incoming calls and SLA)) and ((Case Management application to create customer case and monitor the progress until closing the case))
• Preparing and monitoring the objectives and KPIs results including SLAs
• Monitoring the employees and evaluate their performance
• Supporting other department and developing .Net applications to help them to achieve their objectives ((Finance, Government services and investor relation departments))
• Supporting the quality department by developing Reporting template to collect TECOM Investments results in one place and to display the data in professional charts
- Managing the customer care team - a total of 20 reps-.
- Setting the Action plans for new services and offers
- Generating call center reports and monitor the SLA
- Ensuring that the team provides quality service
- Providing on-job training
- Monitoring the call quality through the recording system
- Preparing the Call Center's reports
- Developing .Net Applications ((Wall board to display the number of incoming calls and SLA)) and ((Case Management application to create customer case and monitor the progress until closing the case))
- Call Centre Assistant Manager, Syriatel Telecommunication:
•Preparing the unit's budget
•Preparing the incentive scheme
•Managing objectives and KPI's
•Managing the unit's training activities
•Managing the PBX and IVR issues
•Analysing and preparing the Call Center's statistics / reports.
•Managing the off-the-phone tasks.
•Preparing for new offers and operations.
•Preparing the unit's action plan
•Preparing the Monthly report
Feb 00 - August 2005
-Call Centre Supervisor / Customer Care, Syriatel Telecommunication
• Managing four teams for incoming calls, a total of 60 reps.
• Setting the Action plans for new services and offers
• Providing quality service
• Providing on-job training
• Monitoring the call quality through the voice logger program
• Preparing the Call Center's reports
Also I was responsible at the same time to manage thepoint of service as follows:
Feb 00 - May 2001
-P.O.S Supervisor / Customer Care Dept:
• Managing customer interactions.
• Managing the customer bill collection
• Providing quality service
• Providing on-job training
• Monitoring the quality service
• Preparing the POS' reports
Jan99 - Jan00 Al Nouman for Printing Arts Firm, Damascus
Position: Sales Manager, duties were:
•Solicit customers, negotiate, manage the process of sales agreement
•Updating customer’s requirement, acquiring new customers
I have completed E-business study and got the certificate from Edcxel - Britch Below the key points that I have learned - Database Management ((Access Dababase and My SQL)) - Web Programming ((ASP.NET)) - Windos Application Programming ((VB 6 and VB.NET)) - Marketing through th internet
This study helped me to know how to do blood analysis and to read the results in order to help the patients