Customer Service Manager
3I Pharma S.A.E
Total years of experience :5 years, 10 Months
Directed and optimized customer service operations by managing a team of 20 representatives, implementing quality assurance measures that reduced customer issues by 30% and increased customer satisfaction by 15% in the telecommunications sector Team Management: Revitalized and motivated a customer service team of 20 to exceed KPIs, resulting in a 25% decrease in resolution time and a 15% increase in customer retention rates. Service Strategy Development: Developing and implementing strategies to improve customer experience and increase satisfaction. Data Analysis and Reporting: Reviewing customer data and analyzing it to discover trends and potential issues, and taking necessary actions to improve performance. Employee Development: Training and developing the customer service team to enhance their skills and increase their efficiency in service delivery. Technical Support : Providing technical support and resolving lingering issues faced by customer service teams. Customer Communication : Interacting with customers to understand their needs and problems, and working effectively to resolve them. Complaint and Feedback Management : Monitoring complaints and feedback and taking necessary actions to improve service and address issues. Quality Assurance : Reviewing and evaluating the quality of customer service and developing processes to ensure the highest quality standards. Quick Response Management : Dealing with emergency situations and making quick decisions to meet customer needs promptly. Policy and Procedure Development : Developing and implementing policies and procedures to ensure effective and organized customer service.
My mission was managing administrative staff, implementing policies and procedures, and coordinating various tasks to support the overall functioning of the business. Supervising and following up on the work of the positions specified in the administrative affairs structure and responsible for completing their work. Coordinating and coordinating administrative work, outgoing and incoming correspondence, making preservation records and following up on it. Follow up on the means of communication between the company?s departments. Create an electronic archive on the company?s operating system (Google Drive) for all company departments, follow up on document archiving, update it, and record all correspondence, decisions, and work system on it. Preparing the company?s agenda and monthly meeting schedule, recording meeting minutes and the results of the meetings, and making a record of them. Formulating administrative decisions, announcing them, and following up on their implementation. Reviewing the covenant, its inventory, and implementing the annual inventory, delivery, receipt, and discharge system for the company?s employees. Follow up on the work of equipping and licensing headquarters (branches - stores - headquarters) and work on completing them. Supervising and following up on the completion of government procedures.
My mission was managing office procedures, supervising administrative staff, and coordinating various tasks to support the smooth functioning of the office. Maintain executive?s agenda and assist in planning appointments, board meetings, conferences etc. Attend meetings and keep minutes. Receive and screen phone calls and redirect them when appropriate. Handle and prioritize all outgoing or incoming correspondence (e-mail, letters, packages etc.). Make travel arrangements for executives. Handle confidential documents ensuring they remain secure. Monitor office supplies and negotiate terms with suppliers to ensure the most cost-effective orders. Maintain electronic and paper records ensuring information is organized and easily accessible. Follow-up administrative staff.
following up the operating process. Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries. Acknowledging and resolving customer complaints. Ensure customer satisfaction and provide professional customer support.