Bassma Rashwan

I'm currently working with an Area Manager, Some of my responsibilities are:
- Providing professional's in the UAE with tailored
financial solutions in all areas that fall under the
financial umbrella.
- Generating data of the correct demo-graph through
LinkedIn, Networking and other sources.
- Cold calling prospects to arrange meetings and provide them with the correct advice and products for their future financial goals.

Responsibilities:
● To achieve all sales teams targets on a weekly basis.
● To coach the team members on sales techniques.
● Prepare reports for different departments and upper management.
● Creating a motivated and engaged environment to ensure KPIs are met or exceeded.
● Develop objectives for day-to-day activities.
● Conduct effective resource planning to maximize the productivity of resources.
● Real Time Management by forming schedules for sales agents to accomplish the sales and
delivery targets required by the upper management.
● Evaluate performance with key metrics (actual talk duration, conversion rate, etc.)
● Manage and improve the team’s performance through performance monitoring, problem
resolution, system audits and quality assurance measures.
● Maintain consistent professional improvement through company provided workshops, tracking
call trends and active participation in team projects.

Responsibilities:
*Develop objectives for the call center’s day-to-day activities.
*Conduct effective resource planning to maximize the productivity of resources.
*Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
*Establish a high standard for productivity, quality and customer service as well as define user guidelines.
*Hire, coach and provide training to personnel to maintain high customer service standards
*Real Time Management by forming schedules for leaders, floorwalker and sales agents to accomplish the sales and delivery targets required by the Head Office.
*Evaluate performance with key metrics (accuracy, call-waiting time, actual talk duration etc.)
*Prepare reports for different departments and upper management.
*Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
*Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
*Creating a motivated and engaged environment to ensure KPIs are met or exceeded.
*Create reports to update the Head Office on the branch’s progress and distribute the reports to the appropriate personnel.

Responsibilities:
*Organizing all store operations and allocating responsibilities to personnel.
*Supervising and guiding staff towards maximum performance.
*Preparing and controlling the store’s budget aiming for minimum expenditure and efficiency.
*Monitor stock levels and purchases and ensure they stay within budget.
*Deal with complaints from customers to maintain the store’s reputation.
*Following up with customers when needed to insure the maximum level of customer satisfaction.
*Plan and oversee in-store promotional events or display.
*Analyze sales and revenue reports and make forecasts.
*Maximizing profitability and meeting sales targets by motivating staff to do so.
*Ensure the store fulfills all legal health and safety guidelines.

*Managing and developing from 20 - 25 advisors.
Setting clear and stretching performance goals to bring out the best in the team members to achieve maximum performance.
*Creating a motivated and engaged environment.
*Provide any training that team members need and developing strategies the team will use to reach its goal.
*Effective communication and first-time resolution coaching.
*Following through on inquiries and projects to ensure completion.
*Multitasking with ease to handle the needs of various responsibilities at the same time.
*Ensuring KPIs such as (NPS, NBA, CRI and AHT) are met or exceeded.
*Implementing continuous improvement initiatives to enhance employee and customer experience.
*Create reports to update the company on the team’s progress and distribute the reports to the appropriate personnel.

*Obtains client information by answering and making calls, interviewing clients, verifying information.
*Sell products and place customer orders in the computer system when needed.
*Establishes policies by entering client information, confirming pricing.
*Informs clients by explaining procedures, answering questions, providing information.
*Explaining account details to customers including bills, online accounts, usage, bundles and history of orders purchased on the account.
*Identify and escalate issues to supervisors.
*Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
*Updates job knowledge by studying new product descriptions, participating in educational opportunities.
*Accomplishes the daily, weekly and monthly targets for (NPS, NBA, CRI and AHT) and organization mission by completing related results as needed.
*Document all call information according to standard operating procedures.
*Follow up customer calls where necessary to make sure all issues have been resolved.

*Prepare and set tests, examination papers and exercises.
*Mark and provide appropriate feedback on oral and written work.
*Devise, write and produce new materials, including audio and visual resources.
*Organize and get involved in social and cultural activities such as sports competitions, school parties, dinners and excursions.
*Attend and contribute to training sessions.
*Participate in marketing events for the language school.
*Prepare information for inspection visits and other quality assurance exercises.
*Undertake administrative tasks, such as keeping student registers and attendance records.

*Reinforce lessons presented by teachers by reviewing material with students one-on-one or in small groups.
*Enforce school and class rules to help teach students proper behavior.
*Help teachers with record keeping, such as tracking attendance and calculating grades.
*Help teachers prepare for lessons by getting materials ready or setting up equipment, such as computers.
*Help supervise students in class, between classes, during lunch and recess, and on field trips.
*Giving extra help to children with special needs or those for whom English is not their first language.
Attending meetings and reviews.
*Helping with school events, trips and activities.