ايمن خليفة

Leading full country operations with end-to-end responsibility for P&L, performance, and execution
Driving revenue growth and improving operational efficiency across the business
Managing cross-functional teams across operations, logistics, customer service, and sales
Overseeing budgeting, cost control, and performance tracking against business targets
Enhancing operational processes to improve service levels and customer experience
Managing supplier and partner relationships to support business continuity and growth
Operating in a fast-paced, high-demand environment requiring strong execution and adaptability

Hiring, training, coaching, and leading call center representatives as they provide support for customers.

Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

Assisting other management team members in identifying trends and establishing call center goals.

Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Authorizing replacements or refunds.

Hiring, training, coaching, and leading call center representatives as they provide support for customers.

Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

Assisting other management team members in identifying trends and establishing call center goals.

Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Authorizing replacements or refunds.

Supervise everyday working of department operating process and increase efficiency of workers for various growth oriented programs.

Maintain and provide efficient backup to supply department and ensure achievement of all internal and external needs.

Provide training to workers and provide upgrade to various technical skills.

Analyze and identify all performance related issues and ensure appropriate steps to prevent loss.

Administer all indoor performance in department through efficient coaching and monitoring.

Prepare and maintain employee attendance records and provide feedbacks to employees on same.

Develop plans and supervise various departmental meetings and participate in various growth based campaigns.

Analyze and ensure better result to fulfill all business requirements.

Prepare regular reports, perform audit on various operations and evaluate processes as per business requirements.

Prepare project updates within required timeframe and delegate individual tasks to all employees.

Provide support and join improvement based methods.

Analyze all opportunities and recommend ways to improve efficiency and reduce costs.

Supervise effective compilation and collection of information and data to enhance growth.

Monitor all administrative functions as per requirement.

Ensure compliance with applicable laws and company policies.

Assisting in the formulation of targets for individuals and teams
Hiring and on-boarding new employees

Answering questions from staff and providing guidance and feedback

Anticipate escalation and take over calls when needed

Measure performance with key metrics such as call abandonment, calls waiting etc.

Ensure adherence to policies for attendance, established procedures etc.

Keep management informed on issues and problems

Prepare monthly/annual results and performance reports

-Motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to customers as they attend to their needs.
-Assist management with hiring new customer service staff to the organization by evaluating prospective staff competence and capability in handling customer inquiries and needs.
-Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.
-Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting
-Step in to attend to customers that are proving difficult to team members and resolve their complaints.
-Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor.
-Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.

-Handle inquiries and complaints of the customers.
-Deliver timely reports of the social media accounts (Twitter, Facebook, Google+ & Instagram).
-Conduct presentations on Social media improvements and new strategies

-Handle cases for customers and log them to the system accordingly.
-Handle internal cases from other departments, as well as external cases from the logistics companies.
-Admit reports & conduct presentations to the managerial staff upon their request.
-Solve issues related to the system on hand.
-Measuring customer satisfaction.
-Deliver the needs & functions required of the support unit team in the new system to the ERP team .
-Handle all shipping issues with the shipping agents and handling the business of the key accounts in Jordan, UAE, Saudi Arabia, Lebanon , Qatar, Bahrain and Oman .

-Supervise teammates in the call center.
-Provide support & assistance to the teammates.
-Monitor teammate’s attendance and delegate duties accordingly.

-Respond to customer inquiries.
-Handle and resolve customer complaints.
-Provide customers with product and service information.
-Process orders, forms and applications.
-Follow up customer calls where necessary.
-Complete call logs & call reports.