Operation Analysis Executive
Sodic
Total years of experience :17 years, 4 Months
SOCID( Edara property management) - Egypt I was hired as Customer Service Executive . Some responsibilities :- • Answer phones and respond to customer requests. • Maintain Customer focus at all times and respond to customers’ inquiries (e-mails phone and fax) using the Best Practice guidelines. • Work within agreed service levels, striving to exceed customer expectations wherever possible. • Recognize, document and alert the supervisor of trends in customer calls. • Maintaining the reports for improvement in customer service on the basis of the feedback provided by the clients. • Understanding customer problems and taking necessary actions for its solution. • Recommend process improvements. • Acting as the bridge between customer service staff and management. • Maintaining the reports for improvement in customer service on the basis of the feedback provided by the clients. • Understanding customer problems and taking necessary actions for its solution. ¶ • Recommend process improvements I nominated to Quality assurance Dept as an operation analysis . Some responsibilities :- • Develops problem solutions by describing requirements in a work-flowchart and diagram; studying system capabilities; analyzing alternative solutions; preparing system specifications; writing programs. • Verifies results by completing tests. • Maintains quality service by establishing and enforcing organization standards. • Prepares reports by collecting, analyzing, and summarizing data. • Establish, document, implement and maintain a quality management system and continually improve its effectiveness in accordance with the requirements of the international standard ( ISO 9001-2008 ) .
I was hired as a Customer Support Agent for Vodafone Egypt GSM Mobile Phone Company in the Contact Center Department. Outsourcing from ECCO. • CS in CORE segment from Feb. 2007. • CS in MED segment from May. 2007. • I nominated to high value customer from September 2007. • I nominated to senior agent in high value customer act as team leader. PRIMARY RESPONSIBILITIES:- • Answer phones and respond to customer requests. • Provide customers with service information. • Transfer customer calls to appropriate staff. • Identify, research, and resolve customer issues using the computer system. • Follow-up on customer inquiries not immediately resolved • Research billing issues. Research misapplied payments.
Its include ( Planning for top quality - Quality standards - Six sigma - quality statistic - Managing quality function - Project management )
65