Document Controller / Operations Coordinator
Zircon Tesa Trading & Contracting W.L.L.
Total years of experience :19 years, 2 Months
• Managing the flow of documentation within the organization.
• Log document requests and help retrieve documents as needed for employees. Makes sure that controlled copies of latest approved documents are given to the appropriate staff, subcontractors and suppliers as applicable.
• Develop and maintain systems for document storage, and are responsible for document security and access.
• Performing administrative duties, assisting with project management, and coordinating Onsite work orders.
• Managing both the Operations process and Operations strategy to manage the day to day business operations.
• Create reports for business expenses, financial records and audits and Invoice creations.
• Liaise with relevant client personnel at all levels and Point person for any client related concerns.
Customer Service Officer (Contact Center)
• Initiating call-outs to prospective clients (Restaurant Owners and Managers); received Inbound calls for Inquiries regarding the new Products and Services.
• Streamline the process in the Contact Center from receiving Inquiries, managing client related Complaints, Rider-Customer issues (delivery process, health protocol procedures and behavioral aspects).
HR/Admin
• initiating call-outs to prospective employees for manpower pooling (initial interview); processing the needed documents (and filing) of the employees through coordination of the PRO.
• Creating PPT materials for the newly hired Drivers (Guide to Customer Service and Safety Measures).
Sales and Marketing
• Creating the Sales Team’s scripting for the basic guidelines and flow when call-out initiated to the clients; giving initial inputs for the Marketing to better understand the behavior of the market place.
• Creating and processing Invoices; Cross-checking invoices with payments and expenses to ensure accuracy; Managing accounts payable and receivable; Sending bills and invoices to the clients; Tracking organizational expenses; Processing refunds (if needed); Working with collection agencies on overdue payments; Communicating with clients regarding billing and its payments.
• Performs various Secretarial, Administrative and Documentation duties to support requirements and maintain the department functions smoothly on a daily basis. Handles a wide variety of situations and tasks involving the administrative function of the office. Tactfully handles enquiries and/or refer to appropriate personnel/department.
• Manages, coordinates and maintains calendar of appointments, travel arrangements, records of communication (documents, faxes, mail) to meet the requirements of the department, to record, filter, disseminate and communicate all incoming and outgoing matters.
• Provides business documentation support, including report writing, presentation creation and spreadsheet preparation and distribution of such materials. Compiles reports as directed and ensure that all files are complete and properly maintained.
• Communicates and provides information internally and externally to assist and enable administrative support and effective service to the concerned sections.
• Point person for coordination and creation of schedule per term and coordinate the scheduled activities to the clients, service provider and school partners.
• Sales Marketing for the services provided and correspondent for Online inquiries (Facebook, Instagram and other online platforms); initiated callouts to clients and received their Inquiries, Complaints and Requests through phone or email interactions.
• Introduces the other credit card program to the clients through Balance Transfer, Cash Loan and Convert-to-Installment facilities; facilitates the callout to prospective clients and endorses the necessary deliverables to meet the sales target on a daily basis.
• Delivers current and new training programs that develop the foundation skills of new hires and tenured agents as Instructor/Facilitator (for Customer Service and Sales Team for Contact Center).
• Develops courses and corresponding training materials in accordance with agent’s needs.
• Regularly provides floor support to agents (regular and new agents in nesting) and visits the assigned teams for reminders.
• Enforces the Company’s policies and procedures in the duration of the training course to uphold discipline and order. Conducts training needs analysis and the appropriate targeted training plan for agent- specific development.
• Acquires and processes Trainee feedback on the delivered training courses and regularly post-training follow-ups at campaign team meetings to obtain feedback on effectiveness of training programs and acquisition of skills and knowledge.
• Consults with Operations and other Departments to keep abreast of changes and new developments.
• Handles and resolves agent problems/issues and elevates them to management as required for immediate action.
• Proactively suggests process and policy improvements that will positively impact service level, customer service and sales performance.
• Handles concern (phone banking) regarding Credit Cards and Bank Products and Services.
Team Leader (November 01, 2007)
• Manage the day to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents.
• People Management, including all HR related issues, as well as staff development.
• Managing the floor, adherence to schedule; call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Recommendations for product and process development based on customer feedback and analysis of the same. Offers solutions and suggestions for process and product improvement to management.
Assistant Team Leader (October 01, 2006)
• Pull-out for Monitor and Patrol in the Operations
• Handles concerns of the subscriber (Inquiries, Requests, Complaints and Aftersales)
• Submit reports to the MIS at the end of the day
• Escalate Supervisory calls
Customer Service Representative (November 11, 2005)
• Identify and handle customer inquiries
• Apply customer service policies
• Perform business retention activities
• Educate customers on products and services offered
• Match product benefits with customer needs
• Supervised Grade 3 students and teaches Music, Arts and Physical Education, Science and History
Teacher 1 •Supervised Grade 3 students and teaches Music, Arts and Physical Education, Science and History