AZZAN AL ZADJALI

IFM (PDO Contract)

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-Supervise the operation of the 24 hour PDO IFM Help desk service using the Cisco and Maximo CAFM system and supervise the provision of a Reception service including the secure issue of keys to authorised personnel, following strict signature procedures.
- Implement proactive systems to manage all outstanding works recorded on the CAFM system
- Maintain the accuracy of the CAFM system
- Supervisory responsibility for the Help desk including: recruitment, 24 hour shift pattern, maintain holiday/sickness records, setting Performance Objectives (in consultation with Line Manager) and carrying out bi-monthly 1-2-1 interviews and Annual Performance Appraisals
- Receive and process requests for services for all work streams, ensuring requests are identified as either within scope or chargeable; ensure the request is entered onto Maximo and a unique reference number is given to the client; pass request to the appropriate person and update Maximo as required.
- Instruct and liaise with engineering staff and service providers
- Ensure timely completion of KPI reporting for submission to Client Weekly and Monthly Reports for the Help desk function.
- Investigate all complaints, informing your Line Manager, and ensure clients are promptly informed of all actions taken
- Ensure staff adheres to the Helpdesk Charter.
-Provide information to support the Operation Managers for resolution of operational issues.
- Maintain and develop the Helpdesk Procedures Manual
- Timely production of all forecasts and actual reports as required to the Client
- To work with the Service Improvement Manager to drive continued operational and KPI improvements to reduce risk to the business and client reputation.
- Creating and delivering relevant training to improve the workings of the Help desk team.
-Assist with customer survey results and follow up.
- Comply with all statutory Carillion Alawi IMS, security and relevant company and client policies to create a positive health and safety culture.
- Ensure that all problems, technical or professional are reported to your line manager
-Project a good company image in dealing with the client at all times
- Maintain compliance with company, legislative and Authority policies and procedures
- Undertake any other reasonable tasks that may arise from time to time as required.
- Client satisfaction surveys for Help desk.
- Compliance with up to date procedures.
- Timely production of all reports.
- Help desk telephone answered within 10 seconds.
- E-mails are responded to within 5 minutes.
-Customer Touch points - Customers are contacted within the agreed processes.

- Preparing daily & Hourly report for the whole department and agents and checking their leads to update it in the system.
- Providing ideas and new suggestions for the department.
- Train new joiners.
- Awarded Ahsant reward for the excellent performance.
- Handling MIS.
- Handling Complaints and provide them to Senior Managers.
- Manage to achieve call center target.
- Motivate & appreciation agents.
- Provide knowledge tool for the agent and insure its updated.
- Achieving the given target each month.
- Involved and evaluate the new call center project (IVR implementation & call center solution)
- Handling Bulk SMS.
- Insure service level.
- Monitoring the staff and daily their daily productivity.
-calls answering. Answering calls within maximum 2 rings and trying to finish the call within given time “Three min” (Maximum)
-Verification the callers as per bank policy.
-Close deals within short period.
-Handling Complaints and provide them to team leader & senior managers.
-Making good and long relations with customers and callers.
-Follow up abandoned calls.
-Making sales list to call them in a free time.
-Achieving the given target each month.
-Selling credit cards and prepaid cards to the clients and customers.
-Activate the credit card and prepaid card as well for card holders after identify them and follow up with card center regarding the ATM cards which not yet activated.
-Preparing list of leads & converts of the call center and agents & sending it by end of each month to team leader & to senior managers as well.
-Responsible about daily staff productivity report.
-Handling corporate help desk.
-Excellent in operating system of accounts (Finacle).
-Awarded Star reward March 2011 for the best job done.

Handling customers calls and inquires.
- Handling customers complains and solving them.
- Helping supervisors in generating reports.
- Selected to help the supervisor in a