hager Elsayed

Customer support officer at Dubai Municipality

• United Arab Emirates - Dubai
• My current job since September 2013

Roles & Responsibilities
Previous Roles and Responsibilities in Dubai Municipality : CRM:
• Quality management for services & incidents.
• CRM Reports and KPIs. (Resolving within SLA .. )
• CRM training for new and existing users.
• System continues improvement and enhancement in collaboration with IT team to improve customer experience .
• Analyzing historical data for better understanding of repeated incidents, customers patterns .. etc .
Quality Assurance:
• Assessing agents interactions across all touchpoints to measure performance and track quality.
• Identifying agents quality lapses and provide constructive feedback.
• Identifying customers pain points and recommend changes to the management.
• QA and KPIs reports ( QA score … )
Floor Leader:
• Offering assistance to agents (information about services \ process ...)
• Tracking agent`s activity (attendance, breaks, Non ACD …)
• Recommending changes to improve quality based on the current situation (Internal or external circumstances)
• Monitoring contact center KPIs and SLA (calls waiting, available agents, answering within 20 seconds ... ) and measure performance .
• Coaching the team and frequently providing feedback to insure continues improvement .
• Insuring a work friendly environment and keeping agents motivated through happiness initiatives. (HBD, employee of the month, testahal … )
Internal and external audits and Awards:
• Identifying process improvement opportunities and follow up implementation.
• Reviewing process, standard operating procedures (SOPs), and supporting documents.
• Reviewing and submitting award nomination applications (DMC, DGEP … )
• Moderating awards audits sessions and leading the team.
Additional responsibilities:
• Preparing periodic presentations and presenting to the top management (performance presentations or in situations that require decision making).
• Investigating complaints and cases against the contact center.
• Interviewing candidates and providing recommendations to HR.
• Onboarding new agents.
• Analyzing historical data to determine trends.
Current Roles and Responsibilities in Dubai Municipality :
• Managing Dubai Municipality Happiness meter in Digital Dubai Authority (performance, reporting, corrective action...).
• Managing (designing, executing, reporting) customers happiness and customers experience surveys and studies .
• Working in collaboration with Dubai statistics center yearly on customers happiness project related to DM services.
• Working in collaboration with the executive council yearly on customers happiness project related to DM services, centers, touchpoints, and applications.