Management Associate
Empire Arabia
Total years of experience :13 years, 8 Months
• Assists Directors with Project objectives and help manage the Projects Services Teams.
• Maintains client relations processes to industry standards.
• Develops and trains the projects teams.
• Maintains quality in services and documentation.
• Helps with Director objectives and deliverables.
• Organized and planned managers’ work calendar and schedule all internal/external meetings/appointments and arrange conference rooms.
• Corresponded on behalf of Managing Director through email.
• Relayed directives, instructions from Managing Director.
• Prepared confidential and sensitive documents.
• Coordinated travel arrangements and prepares itineraries.
• Made Local Purchase Order (LPO) after receiving all quotation from suppliers.
• Performed general office duties, such as ordering supplies and maintaining records management.
• Responsible for assets records of the office and arranged for the repairs & maintenance.
• Continued market research for new vendors for the office equipment and facility maintenance.
• Responsible for non-office related tasks, such as running personal errands for Managing Director.
- Manage the performance of the entire program including, but not limited to:
- Meeting metrics, identification and setting of targets, in order to meet and/or exceed the client’s quality expectations
- Creating processes that will ensure consistent and fair implementation of company policies
- Manages and supervises a cluster of Teams from different Lines of Businesses and channels.
- Responsible for the continuous development and improvement of the Coaches/Team Leader through Coaching, - Feedback and Strategic action plans. Analyses the performance data for every individual on the Coaches’/ Team Leader’s team to maximize the performance and strengthening those individuals by demonstrating what it takes to exceed the Line Of Business’ Key Performance Metrics.
- Works in partnership with different departments in ePerformax to ensure that the agents are getting the support they need and the benefits they deserve and concerns regarding company policies and inter-departmental issues (HR, Finance, Facilities, Recruitment, etc.)
- Constantly communicates with Clients on recent updates, Current and Emerging Issues that impacts Customer’s experience, Successes, Challenges and Action plans.
- Creates and leads program motivational activities to drive employee engagement, retention and to establish a fun working environment for both officers and front liners. Identifies together with Coaches, training gaps and opportunities and works with the Training Department in providing supplementary trainings or up trainings to agents.
- Creates Guidelines and SOP’s to streamline workflows and processes.
- Communicates Performance and Action Plans by creating effective Presentation for Client meetings and Performance updates.
- Partners with Client on improving Customer Satisfaction by identifying member and agent Pain points through Deep Dive Analysis and Customer verbatim.
- Supervises the performance and development of a team
- Guides, directs and plan activities to meet the requirements or goals of the company
- Monitors daily performance of the team by providing feedback and coaching to meet the company's goals
- Conducts team meeting and discusses concerns of the team
- Ensures that the team is following the company policies, procedures, vision and mission
- Motivates and inspires team members
- Conducts training to team members
- Evaluates calls
- Gives recognition to team and team member's achievements and exemplary performance
- Makes sure that quality standards are met
- Evaluates calls
- Gives feedback to representative to improve performance
- Helps the coach in leading and handling the team
- Processes account maintenance requests
- Handles pre/post shift meetings
- Handles daily huddles
- Handles sales calls
- Takes supervisory calls
- Places orders for customers
- Tracks orders of customers
- Answers billing questions
- Checks on the status of customers’ orders
- Interacts with customers to determine their needs
- Provides consistent, high quality service and accurate information to customers
- Handles airline reservation for all airlines operating in the US
- Handles hotel reservation
- Handles car reservation
- Handle sales function
- Handles creating a vacation package for customers
- Provides comprehensive and quality customer care
- Provides appropriate and accurate response to customer queries
- Meets the customer’s requirement with on call resolution
- Provides additional customer education
- Must communicate effectively and efficiently with internal and external customers
- Learn client’s web sites, policies, procedures and back end systems they may use for e-mail, products, shipping and back order information
- Handles billing concern
- Handles sales function and makes sure that sales targets are met
- Conducts needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs
- Provides consistent, high quality service and accurate information to customers
- Meets customer requirements through first contact resolution
- Prepares complete and accurate work and update customer file
- Participates in activities designed to improve customer satisfaction and business performance
- Places and/or receives customer inquiries that may require deviation from a script or sales flow process
- Provides answers or advice to customers based on their particular requirements and customer profile
- Custodian of the store’s Sales, Funds and confidential documents
- Trains Senior Cashiers
- Handles bank pick-up of sales
- Responsible for the safekeeping and issuance of accountable forms of the store
- Responsible for the safekeeping of the store’s sales
- Responsible for the requisition & sourcing of small bills & coin denominations for the operation
- Assist Managers in the implementation of policies and procedures set by the company
- In-charge of sales calls to customers
- In-charge of the sales of novelty items
- Assists in creating and in the implementation of marketing strategies
- Assists in Marketing Promotions and Launching
- Attends to novelty items