Act as Account Manager
Raya
Total years of experience :14 years, 5 Months
• Supervises/manages activities and performance of the Account Advisors
• Handles Account Advisors needed for on-job training and coaching
• Monitors transactions to ensure that QA standards are met Tier1 & Tier2
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
• Manages difficult calls by acting as first line of escalation
• Coordinates, as needed with all supporting function to eliminate any problems affecting the
operations
• Adheres to all schedules (Advisors / operations / Monitoring)
• Carries out annual performance assessment of team members (Account Advisors and Senior
• Account Advisors)
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize
efficiency and maintain even distribution
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly
employed to increase Advisors efficiency with required SLA’s and occupancy targets
• Logs and acts on client’s requests
• Communicates to Work Force any changes to schedules or Work Force levels on needed
schedule changes
• Ensures that end-user privacy policies are properly implemented
• Ensures that Team members adhere to RCC policies
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested
• Action on time in accordance to the plan.
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC
• Efficiencies and quality in service delivery and provide value added to clients.
Responsible for standardizing and simplifying the Back Office activity;
• Managing DOP (Deviation Of Power) with client, revising Profit and loss of the team.
• Testing new strategies to maintain maximum profitability
• Mentoring Agents Calls.
• Setting Daily, Weekly and monthly actions plan for the team
• Weekly and monthly performance reporting for team members
• Creating performance reports according to the clients’ and business requirements and on
interval basis specified by the client to ensure visibility of performance status.
• Creating and preparing business reviews
• Track all activity costs in alignment with the finance department
• Support in new programs implementation and preparation
• Follow up on the Problem Solving function’s & support in the annual plan, target, forecast
• Develop monthly reports of spending against planning.
• Handling Customers Complains regarding service bills.
• Revising all customer comments, assuring that the complaint is valid.
• Handling customers in case complaint is not valid assuring that the customer is satisfied.
• Handing VIP segmentation complaints
• Responsible for bottom quartile action plan
• Acting as Customer care representative for all customers’ issues regarding fuel cards.
• Quality Control Agent assuring customer satisfaction regarding all e-finance services.
• Control all working groups concerning customer complaints.
• Controlling issuer and acquirer complains.
• Managing Different Customer calls regarding all Customers Inquiries
• Providing courteous and professional phone support to customers.
• Updating customers account data, as required.
• Managing inbound calls in a timely manner.
• Assist in resolving customers inquires/complaints.
• Maintains and improves quality results by adhering to standards and guidelines.
• Fulfills all duties as communicated and assigned by the call center supervisor
• Preforms other duties as assigned.
• Support other Queues (ADSL -VIP)
• Act as Team leader for 6 months
• Prepares asset, liability, and capital account entries by compiling and analyzing
account information.
• Documents financial transactions by entering account information.
• Recommends financial actions by analyzing accounting options.
• Summarizes current financial status by collecting information; preparing balance sheet, profit and loss statement, and other reports.
• Substantiates financial transactions by auditing documents.
• Maintains accounting controls by preparing and recommending policies and proceeds
• Generating deal for logistics services offered by the company.
• Managing long term deals with potential customers and Embassies
• Managing all customers end to end process.
• Provide direction for our Supply Chain functions to deliver high levels of service to the customer - complete order, on-time delivery, free of damage, accurate data, accurate transactions, truck utilization & cost efficiency.
• Responsible for the accuracy and timeliness of all data from customers & distributors (sales data, point of sale, inventory, vehicles, POS material
• Supervise loading process for all our shipments in the related warehouse.
• Issue & Finalize all the needed process for customs clearance. before & after loading
• Finalize all the needed documents vacant for subscribes