Contact Center & Relationship Manager
Levenbert
مجموع سنوات الخبرة :21 years, 4 أشهر
Project & Contact Center Manager
Accounts Handled
Dubai Public Prosecution
Hamdan Bin Mohammed e - University
Ministry of Economy - Consumer Rights
General Civil Aviation Authority
Dubai Tennis Championship - Dubai Duty Free
Global Village
Dubai International Financial Center
SAAED - Abu Dhabi Traffic Department
Emirates Vehicle Gate ( Launching )
Khalifa Funds
Project / Account Management
Involved in the ISO certification of the DIFC.
Managing a number of high profile and valuable contracts and accounts.
Identifying the organizations needs and customer expectation
Maintaining a good rapport between clients, customers and organizational heads and coordinate each other’s perspectives.
Preparing, Analyzing and explaining to clients progress evaluation reports.
Inform all existing clients about new products launched.
Identifying potential clients and suggesting ways on converting them to loyal clients
Consult clients on customer satisfaction and procedures to improve service level
Regularly updating senior managers of progress or areas of concern.
Ensuring that clients are maintaining their monthly payments.
Resolving complaints with key account holders.
Developing and maintaining relationships with clients.
Attending Regular meeting with decision makers to improve workflow and provide suggestions
Providing Reports and Root cause Analysis
Identifying the client’s needs.
Consult clients on customer satisfaction and procedures to improve service level
Contact Center Manager
Manages day-to-day contact center operational aspect, and activities ( 15 Agents )
Building a team that effectively supports client programs, products and services and resolve issues of team.
Leading workflow distribution and floor management to ensure service levels are satisfied.
Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
Responsible for all staffing levels, scheduling, hiring and terminating
Maintaining service level agreements / Scope of work
Meet all organizational functions and standards for the call center, find solutions to improve the call center and increase profitability
Implementing, reviewing and improving all call center policies, procedures and service standards
Handle problem calls that employees cannot handle by following policies and procedures.
Established higher call center standards by redesigning employee performance score cards & monitoring forms to capture essential qualities of high-level customer service.
Implemented call center customer survey, resulting in valuable feedback for continuous improvement efforts.
Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.
Increased efficiency by playing a key role in the developing and training of CRM software system.
Managing a team of Customer Service, Telesales Executives, and Outdoor Sales.
Monitoring Customer Service Executives/telesales making sure Customer handling is up to the level.
Monitoring outdoor sales performance and assisting them in reaching targets.
Preparing KPI of Contact Center Agents & all Sales related reports
Monitoring calls of agents to improve quality and minimize errors.
Liaising with concerned departments /CEO making sure complaints are solved up to customer's satisfaction.
Handling complex Customer Complaints.
Setting targets & project plan to reach desirable outcome assuring speed and efficiency
Responsible of generating leads.
Developed contact centre & customer service policies and procedures.
Implemented customer loyalty scheme and developed customer quality assurance
Responsible of handling Continent Ad clients, discussing project plan and providing updates.
Providing and implementing suggestions for cost cutting of Contact Centre.
Responsible of maintaining an up to date data and improving the ERP.
Preparing after Sales Satisfactory Surveys and assuring it is conducted properly by agents.
Handling six publication projects assuring each is finalized as per time and quality set.
Involved in staff recruitment and appraisals.
Reviewing staff performance, Identifying staff training needs and planning training sessions to deliver high standard of customer service
Motivating and retaining staff as well as developing, implementing and reviewing core responsibilities.
Maintaining an up to date knowledge of industry developments.
Monitoring Customer Service Executives’ team making sure the team is achieving the targets set by the management.
Assisting dealerships as well as retail customers "in the Middle East region" in any Brand related issues Ensure retailer’s participate in GM programs
Working on Service Satisfaction Surveys covering the customers of the Middle East region.
Playing a co ordination role between the customers, retailers and the GM senior management in warranty and all other related issues
Ensure retailer’s service departments are providing the service within GM standards.
Making sure that the department achieves the target of service level set by the department head.
Introducing new staff and conduct training on the work flow of the Contact Centre.
Training new staff on how to operate the systems used by contact centre (CCC and CRM systems).
Ensure that calls are answered by agents within the time set.
Ensuring the proper call handling by agents.
Assisting agents, when necessary, on solving complicated cases and handling aggressive customers.
Preparing the initial stages of different reports to be generated by Contact Centre Manager and helping in preparing reports of department performance
Checking complaints taken by Contact Centre agents and distributing according to capability of each agent.
Handling customer complaints - with a high volume of outbound/inbound calls.
Answering customer queries and providing information.
Negotiating with customers and discussing their issues till his/her satisfaction reached.
Capturing Data and recording all received Data
Dealing and liaising with the Managers of the GM dealers as well as the Regional Manager’s representing GM (GCC, Lebanon, Syria and Jordan) and with customer to ensure that his/her problem has been solved to his/her satisfaction.
Marketing the General Motors products through the implement promotions.
Supervising the day-to-day operation of the call center to reach desirable outcomes.
Researching new product information, policies and offers from Showroom Managers as well as internet to keep agents updated.
Personal Management and maintain staff quality assurance - Identifying staff strengths and weaknesses to maintain consistency in total customer and staff satisfaction
Decision making and preparing reports.
Downloading, organizing, preparing and importing Customer sample list used by call center agents for more than 20 projects.
Checking customer's complaints written by agents and sending it to clients. (UAE- Egypt-Qatar and Oman)
Following up with certain clients responsible of sending data.
Preparing a monthly job plan to be followed by agents to attain target on time.
Interviewing, Training, monitoring and evaluating new staff.
Providing suggestions and solutions when encountering problems.
Reviewing and reporting telephone bills and other call center billings.
Able to deal with and motivate agents (8 agents)
Conducting surveys and recording the information gathered.
Calling clients, handling calls, inquiries and complaints.
Listening to, negotiating with and providing suggestions to clients.