dua alhammouri

Team Leader at Extensya

• Jordan - Amman
• June 2009 to January 2014

Manages a team up to 20 CSRs (in-house or outsourced) who provides general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone, email and potentially later web chat, and makes outbound contacts as appropriate to maintain or enhance that service
• Uses effective communication skills by Communicating feedback as a performance issue not personal issue, as s/he must liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level
• Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements
• Demonstrates knowledge of impact to provide professional service to public