Project supervisor
Zajil Telecom, KEMS
Total years of experience :19 years, 4 Months
o Review and validation of Standard & non-standard services.
o Provisioning of services as per standard and non-standard Services.
o Ensuring that services are provided as per the scope defined and in the agreed time frame.
o Review the project plans prepared by the assigned team.
o Based on the needs, initiation of Work Orders internally to the respective departments.
o Interaction with the internal as well as external parties (including client, and 3rd parties) to plan and ensure the provisioning of desired services.
o To keep the client and Sales department updated about the progress of service implementation.
o Ensure meeting all KPIs as defined by the management.
o Maintain close coordination with other operational staff to achieve the desired results.
o Manage the consistent functioning of the 24/7 technical support call center.
o Assure a superior implementation for call handling processes.
o Coordinate with operations to accomplish complaint resolution.
o Ensure the availability of all required tools for the department.
o Making the decision on the day-to-day activities of the department.
o Coached 18 juniors and staff members by conducting performance reviews by reducing the turnover by 14 %
o Assess performances with metrics like calls left waiting, calls missed, etc.
o Recruit new employees and provide them with training and orientation.
o Create a standard script for employees to refer to if needed.
o Prepare performance reports regularly (weekly, monthly, annually)
o Implemented customer surveys and enforced changes based on feedback, increased customer satisfaction by 38%.
o Motivate the staff and maintain optimum performance in the center.
o Measures KPIs like inbound calls, call waiting, and call abandonment.
o Build sustainable relationships and engage customers by taking the extra mile
o Increased customer retention by 30%.
o Keep records of all conversations in our call center database in a comprehensible way
Meet personal/team qualitative and quantitative targets
o Overseen the day-to-day operations of the Technical Support Team
o Acted as a senior agent who will drive customer satisfaction through customer support
o Provided direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
o Used superior sales and upselling skills to regularly exceed monthly sales targets by an average of 23% each month over 12 months
o Acted as a mentor and provided oversight, coaching, and training to technical support staff
o Acted as the point of contact when it comes to technical escalations
o Recorded and tracked team SLAs and workflows
o Provided support where needed for both internal and external customers.
o Trained new RCC agents in handling retail customer calls.
o Equipment & tools Resources recommendation.
o Followed the pre-stated department’s escalation scheme.
o Assigned tasks to shift Leaders.
o Assured a proper shift handover process.
o Ensured proper implementation of the call handling process.
o Ensured KPI commitments with respect to complaint severity.
o Supervised employees, assigned duties, and created a shift schedule.
o Monitored team performance and ensured duties are performed efficiently.
o Reported any issues that arise during the shift to management.
o Managed employee requests and transgressions.
o Generated TT’s & Confirmation Analysis Report on the shift on a daily basis.
o Outbound and inbound calls, processing claims improved customer ratings by 100 %.
o Answer incoming calls and respond to customer’s emails
o Answered 75+ calls daily in a high-volume call center environment, with an average customer satisfaction rating of 95%
o Management and resolving customer complaints
o Research, identify, and resolve customer complaints using applicable software
o Route calls to appropriate resources
o Document all call information according to standard operating procedures
o Recognize, document, and alert the management team of trends in customer calls
o Handled the customer’s complaints and inquiries.
o Monitored the unresolved cases and report to the shift leader.
o Performed a variety of tasks to ensure the call center process flow is working efficiently.
o Monitored and maintained new customer information Database.
o Set up new users' accounts and profiles and dealt with password issues.
o Responded within agreed time limits to call-outs.
o Worked continuously on a task until completion (or referral to third parties, if appropriate).
o Prioritized and managed many open cases at one time.
o Rapidly established a good working relationship with customers and other professionals, e.g., software developers; testing and evaluating new technology.
o Conducted electrical safety checks on computer equipment.
o Coordinated with business units to support new product developments and existing product enhancements.
o Worked with the development team in performance analysis of new products and enhancements.
o Assisted in developing pricing strategies and guidelines for new products.
o Analyzed industry trends and market demands to recommend product enhancements.
o Worked with sales team in product promotional activities.
o Worked with support team to provide product support and assistance to customers.
o Maintained documentation for all support activities including product development, enhancement, engineering and marketing activities.
o Provided product training to staffs and customers.
o Worked with support team to evaluate complex customer problem, identify root causes and derive resolutions.
o Guided support team in addressing customer problems within the established response time.
o Analyzed customer suggestions and recommend product revisions.
o Support Account Managers in identifying new customers and retaining existing customers for business growth.
o Developed knowledge bases and FAQs for product support activities.
o Documented support activities, customer issues, and resolutions for reference purposes.
o Developed training materials and conduct training for new hires.
Project Management Professional (PMP)® : https://www.youracclaim.com/badges/ecf90022-a3cd-47b6-8400-0412354e6ac6?source=linked_in_profile
Bachelor's degree " Information Technology & Computer science " of Arab Open University in Kuwait (AOU).
A+ Diploma With Server + And , Network +
General Secondry Education Certificate .
