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Ghassen Cherif, Trainer and service quality officer

Ghassen Cherif

Trainer and service quality officer·Ecco Gulf partner of QNB Qatar

Qatar

Higher diploma, E-commerce

Work experience

Total years of experience: 13 years, 4 months

Trainer and service quality officer

December 2021 - Present

Ecco Gulf partner of QNB Qatar

Doha, Qatar

December 2021 - Present

Expertly crafts and continuously updates training programs for the customer service department, with a focus on call center and customer care excellence. • Conducts dynamic training sessions to ensure staff adherence to quality assurance protocols. • Vigilantly monitors and enforces quality assurance compliance, while developing targeted training materials. • Collaborates with call center and customer care teams to oversee agent performance, guaranteeing adherence to established quality standards. • Sets and achieves ambi ous performance objec ves in alignment with managerial guidance. • Proac vely iden fies and addresses personal training needs, securing necessary resources for professional development. • Maintains industry knowledge through ongoing educa on and professional development.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Training and Development

Customer Service Officer

February 2018 - December 2021

Ecco gulf partner of QNB Qatar

Doha, Qatar

February 2018 - December 2021

▪ Answer questions about account types and banking products, such as money market accounts, loans, credit cards, currency exchange rate. ▪ Check on the status of customer accounts and track checks and payments ▪ Review and explain account charges ▪ Assist banking customers who are victims of fraud and suspicious transaction ▪ Assist customers with replacing lost or stolen credit or debit cards ▪ Assist for money transfer inquiry for bank to bank transfer and WU ▪ Make calculation for Loans such as car loans, mortgage loan and vehicule loan

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Banking

Senior Sales Advisor

January 2017 - January 2018

Data Select Qatar partnar of Vodafone Qatar

Doha, Qatar

January 2017 - January 2018

Supervisor Tasks ( Handle Complains, Briefing the team about the new broadcast, Doing coaching for the sales advisors, Assist the team and help them to achieve their target and store target, doing training for new joiners.....)

Company industry:
Telecommunications
Job role:
Sales

Sales Advisor

December 2015 - January 2017

Data Select Qatar Partenar of Vodafone Qatar

Doha, Qatar

December 2015 - January 2017

Assist customers to choose the good postpaid offer for their mobile phone

Company industry:
Telecommunications
Job role:
Sales

SUPPORT TECHNICIAN

November 2012 - August 2015

CONVERGYS

Tunis, Tunisia

November 2012 - August 2015

Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Education

Institut Supérieur de Comptabilité et administration d'affaires

August 2012

August 2012

Higher diploma, E-commerce

Tunisia

Skills

Callcenter
Expert
Callcenter
Expert
Management
Expert
Management
Expert
Customer Service
Expert
Customer Service
Expert
Sales
Expert
Sales
Expert
Microsoft office
Expert
Microsoft office
Expert
Computer
Expert
Computer
Expert
HIGH TECHNOLOGY
Expert
HIGH TECHNOLOGY
Expert
Callcenter
Expert
Callcenter
Expert
Management
Expert
Management
Expert
Customer Service
Expert
Customer Service
Expert
Sales
Expert
Sales
Expert

Languages

Arabic
Native Speaker
English
Expert
French
Expert