Dispatch Executive
Dubai Roads and Transport Authority (RTA)
Total years of experience :13 years, 7 Months
• Manage wide variety of customer service and administrative tasks efficiently.
• Receive, acknowledge and resolve all customers’ complaints and promote RTA’s image by providing courteous assistance and world-class customer services
• Respond to all requests for quotes from customers within 24 hours from initial receipt of enquiry.
• Resolve enquires within specified SLAs, escalating where appropriate and partnering with other departments to ensure an excellent end-to-end experience.
• Escalate complex problems to the relevant person to ensure case/issue is closed efficiently and in timely a manner.
• Process and monitor all forms of service orders and follow up the progression of orders with relevant departments.
• Verify customer’s request/complaints relating to all services and provide competitive resolutions to meet RTA’s corporate pre-set KPI’s and SLA’s.
• Create, maintain and update customer’s database and records.(contact no, preference, call records, transaction updates and status, follow-ups)
• Study and investigate customers billing disputes, provide customers with feedback and carry out corrective measures as appropriate.
• Organizing the event for corporate sector all over India.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Referred unresolved customer grievances to designated departments for further investigation.
• Dealing and servicing the business requirement of people for corporate sectors conducting training programs and informing their venue details via different modes.
• Built long-term customer relationships and informed customers on purchases, promotions and upcoming events.
• Ensuring the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, warehouse, and other internal and/or external teams.
• Coordinates resolution with After- Sales Service and/or Spare Parts teams.
• Customer Orders to be booked and order acknowledgement to be sent immediately (as per KPI)
• Managing 5 outstation areas (RAK, AL AIN, FUJAIRAH, UAQ, DHAID) Handling service issues for brands like Super general, Indesit, WestPoint, Akai, Alcatel & Princess.
• All queries/e-mails/ walk-in customers are to be attended and provide proper solutions to customer requirements.
• Recommending appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. scheduling, resourcing, quotes, price lists, invoice) is in place.
• Update the order status on timely basis.
• Meet the on time delivery by proper follow ups with the concerned departments.
• Preparing and analyzing regular statistics (e.g. forecast) using available tools and collecting relevant information. On time delivery analysis and old backlog data analysis.
• Met all customer call guidelines including service levels, handle time and productivity.
• Business Development, Sales and Marketing activities and responsible for the sales process from initial point of contact (lead generation), presentation, proposals, through contract negotiations and execution.
• Nurturing customer relationships to build repeat business and support long term sales growth.
• Coordinating with the various support functions across various locations and the Development team to update them with latest issues and resolution.
• Ensuring all processes, paperwork etc. are kept accurately and up to date.
• Filing foreclosure loans, on behalf of Bank of America to the investor, gathering all the necessary data to process claims.
• Getting reimbursed on the expenses occurred by Bank of America from third party. Responds to inquiries through Emails.
• Sending all necessary documents to Fannie-Mae to get claim paid off, ensuring that the loan’s TAT is not missed.
• Did 100% quality check of the new joiners so the claim was filed with zero errors.
• Worked for Mortgage Insurance Process (Analysing and sending the documents to the different mortgage insurance companies like Triad, MGIC, Radian, Genworth, United Guaranty, Premium Mortgage Insurance Co, after filing the claims for the companies.)
• To achieve the daily targets and SLA’s given by the team leader and the maintain quality of work without errors.
• Working on AS400 application along with lotus software and other major applications of Bank of America.
• Brewed café beverages with speed, quality and consistency.
• Increased sales with special displays, add-ons and promotions.
• Generating bills, making daily sales report, inventories report, monthly reports and handling petty cash.
• Complied with standards for merchandising, stocking and storing product.
• Skillfully handled customer's returns and refunds, complaints, discounts and special order.
• Conducted successful cash audits at the end of each shift.
• Trained new team members with positive reinforcement and respectful, encouraging coaching.
• Follow up with customers, develop strong relationships and rapport.