Operations - Relationship and Corporate Service Manager
Mint Middle East
مجموع سنوات الخبرة :13 years, 4 أشهر
· Manage the Entire Customer Service Team from Call Center to Requests escalation
· Improved Team Efficiency up to 90% and customer/client satisfaction at optimum peak
· Took responsibility in Half Million UPI/MasterCard Migrated Cards from ADIB to Noor from the stage of Embossing to the stage of Delivery
· Discrepancies and Reconciliation investigation SLA standards set up
· WPS Team alliance to provide prompt and quick Corporate Experience
· Exchange Houses/Corporates special requests undertaking
· ATM Machines Replenishment planner
· Migration from C3 to own MasterCard platform & ensured a seamless continued services
· Communicating with Corporates on Daily Tasks challenges and ensure cardholder in sync
· BAU is always met after drafting various plans and merging fulfilment team with operation
Responsible for:
•Participating in Drafting new processes for efficiency assurance
•Managing Digital Services and relevant teams and setting up their KPIs
•Utilizing Team Leader’s efficiency to get the most of them
•Maintaining 3% Cancellation Ratio for Wadi.com Orders
•NPS, Customer Satisfaction improved drastically and hit 80%
•Social Media Center TAT decreased
•Executed 1000 Orders on a capacity of 10 Staff seamlessly
•Meeting up Targets and Deadlines and oriented objectives to lower it further
Responsible for:
•Playing a role in manage the team into Groups
•Training Plans and Training Agendas calibration
•Setting action plans for ensuring the KPIs will be achieved.
•Managing escalations/ complaints
•Motivating the team under our current abilities and powers.
•Customer handling strategy to obtain the satisfaction of the adamant and abusive customers.
•Senior Certified HHP Technical Advisor by SGE
•Digital Service ( Remote Control Sessions ) Team Leader
•Online Services and Escalation Channels Expert
•SAMSUNG’s Special Events field support ( Gitex, Trainings and Activities )
•Posting I.T queries to TEIR2 Technical Advise Team when necessary.
•Conveying the technical explanation and support to the relevant parties
•Call Center Daily Report ( Consolidation, Call Flow along with the daily summary activities and SLA