Team Leader
Kuwait Telecommunication Company
Total years of experience :15 years, 0 Months
I successfully managed a team of 80 persons that established the costumer service contact center of VIVA.
I effectively participated in launching and marketing the number booking campaign when VIVA started the soft launch phase of their services.
I effectively participated in the establishing of the Integrated Voice Reply (IVR ) system for the contact center, which resulted in reducing the load of calls received by nearly 70%.
Maintained the Contact Centre’s service level.
Managed the employee's performance.
Managed the employee's shifts’ scheduling.
Evaluated the Contact Centers’ Teams Performance in terms of productivity & quality.
Handled critical customers’ requests
Resolved any pending cases.
Handled V.I.P. customers inquiries, demands, service requests ….etc
Conducted ongoing training sessions to Contact Centers’ agents.
Monitored and evaluating the agents’ performance over the phone.
Coordinated between Contact Center & other Departments.
Reporting daily received & abounded calls.
Handled hard calls.
Followed up critical cases with complaining customers.
Conducted daily detailed report that covers calls status, customer major interests, and repeated cases to avoid further escalations.
Handled extra system facilities through managerial accessibility.
Conducted work force activities in case of over load.
Conducted Weekly meetings with upper management.
Participated in many telecom exhibitions.
Participated in the process of establishing the first
Pre paid telecom service in Kuwait (eeZee).
Conducted market researches & surveys that cover all competitors' services and products.
Handled V.I.P. customers.
Conducted Training to agents and the teams when needed.
Followed up with financial department regarding pending payments.
Participated in Launching outbound dept. in term of training, work scopes performance management etc…
Help in setting the Key Performance Indicator (KPI) incentive system, and brief all concerned agents and other departments.
Sustain the privacy and confidentiality of customers’ data and information according to the company’s rules of ethics and regulations.
Organize duties and assign missions among employees, in a reasonable and effective manner.
Evaluate and review the agent's performance, assure the high quality of service offered.
Participated in improving the branch's profitability.
Participated in testing systems before implementing it.
Conducted training sessions for new tellers and other employees.
Handled VIP costumer’s requests.
Conducted training sessions when new system was implemented.
Perform cash withdrawals and deposits.
Transfer money between accounts.
Handle cheque payments and clearance.
Make overseas drafts and telexes.
Advice and give recommendations to customers according to their needs and requirements.