Contact Center Team Leader
Touch Lebanon
Total years of experience :12 years, 4 Months
TOUCH - Contact Center Team Leader
Beirut | 2016-Present
+Manage a team of CCRs with a predefined monthly & yearly KPIs objectives.
+Handle transferred calls of customers demanding the manager on floor.
+Observe daily operations to make sure that requests are being properly executed within the determined time frame.
+Consistently monitor staff levels, breaks, shifts, time out schedules.
+Perform spot regular call grading to ensure accuracy & effectiveness of the service provided.
+Receive and solve any escalated customer queries/complaints.
TOUCH - CRM Project (3 Years Phases)
Beirut | 2017-2019
+Live & Dry Run Testing | 2019
+Training & UAT Testing | 2018
+Functional Requirements | 2017
TOUCH - Customer Service Representative
Beirut | 2014-2016
+Act as the company’s image and speaker, suggest alternative solutions for problems when needed.
+Do the necessary marketing and upselling in order to increase the sales of “touch” products and services.
+Handle Service Center transactions.
TOUCH - Contact Center Representative
Beirut | 2012-2014
+Answer customers’ inquiries by providing desired information.
+Resolve problems by clarifying issues, providing alternative solutions, escalating unresolved cases.
+Upsell “touch” products and services.