Customer Service Supervisor
Zone Parking Solutions (Mawaqif)
Total years of experience :16 years, 2 Months
The company is a Provider Of Integrated Car Parking Management & Enforcement Solutions
Highlights:
• Delivering comprehensive car park management and operational services by spearheading a team of Customer Service Advisers
• Improved both customer service to patrons and profitability to owners, processing parking fines through all stages of the Abu Dhabi DOT legislation and the Abu Dhabi DOT parking policies.
Key Responsibilities:
• Managing and regulating parking services in the Emirate of Abu Dhabi, handled responsibilities in compliance with Company's equal opportunities policy within the framework of the DoT’s strategy to resolve the growing problem of congestion and parking faced daily by residents of Abu Dhabi.
• Ensuring that Integrated Car Parking Management & Enforcement Solution provided by the company meet the highest standards of presentation thereby offering our customers a safe and pleasant experience .
• Responding to customer complaints in a professional manner; attempting to resolve complaints successfully in accordance with established guidelines and customer care policy.
• Efficiently managing an array of customer service activities, responding promptly to all the customer and giving advice on parking issues as well as following each case/record on the notice processing system.
• Liaising with other departments to ensure that potential customer care issues are identified and resolved aligned with customer care policy, whilst reporting on section progress to the Base Manager.
• Processing accurate and timely cash register transactions and banking all monies received on a daily basis in accordance with financial procedures.
• Overseeing Quality Assurance systems and procedures in the service area, ascertaining quality manuals and records and maintaining the highest standards in customer service in accordance with the Quality Assurance systems and procedures within the service.
• Serving as administrative liaison, maintaining accurate filing systems, adequate levels of all controlled and uncontrolled stationery as well as performing routine organizational tasks for other staff during periods of absence.
• Reconciling all unpaid notices in accordance with the Abu Dhabi DOT legislation and all suspensions and permit applications in accordance to the procedures set by the company.
• Maintaining accurate record of customer interactions and transactions, recording details of inquiries, complaints and comments through the operation of the information technology system.
• Providing management information / reports as and when necessary for the Operations Manager/ Base Manager, aiding the setting key policies and procedures for developing the transportation sector.
Highlights:
• Led the direct sales activities of the company to support the growth and expansion strategy through a team of Direct Sales Executives across the whole of region of Abu Dhabi .
Key Responsibilities:
• Contributed and implemented business plan taking into all levels of growth: commercial agreements, sales actions, retail opportunities, profitability, trade terms, etc.;
• Delivered high sales conversion rates and high customer satisfaction, resulting in sales and marketing best practices and motivating Direct sales team leading to improved overall direct sales department performance.
• Identified sales process requirements, needs and improvement initiatives; liaised with Marketing department and handled all events and exhibitions as Showtime's Representative in charge.
• Worked cross functionally with sales, marketing, finance and operations to improve program design, sales process, customer experience and other metrics.
• Maintained and updated records to provide accurate reporting, mediating with all levels of management to gather information pertaining to key issues.
• Positively contributed to the overall success of the business by managing Agents Personal inventory, monitoring all Retails sales points Logistics in addition to communicating effectively with field sales personnel to ensure proper work flow.
• Provided inputs to the HR function, coordinated interviewing process between management and new candidates as well as analyzed team’s performance and implement appropriate solutions.
Designation Chronology:
• Dec 2008 -Jun 2009: Senior Sales Executive
• Jan 2007 - Dec 2008: Direct Sales Executive
Joined as Direct Sales Executive and worked up the career hierarchy to merit promotion to the position of Senior Sales Executive, through exceptional performance.
Overall Responsibilities:
• Contributed to the overall marketing and sales strategy, in-line with growth plans. implemented strategies and plans consistent with the overall goals and assigned targets.
• Kept close tabs on market dynamics by performing market analysis and business performance assessments. Collated information on target vs achievement across Paid TV Channels and formulated strategies to optimize business outputs.
• Reviewed the Commercial performance of the channel and presented strategic updates and local marketing performance reviews on a regular basis.
• Successfully conducting market leading events to increase brand visibility, revenue and profitability.
• Recommended optimization to creative executions to improve channel performance and increase sales volume and profits, provided administrative assistance to the sales team with reports and information on existing campaigns.
• Supported the development and management of customer insight initiatives which help the business understand the needs of customers and the markets in which they operate, in order to maximize customer value and brand position.
• Coordinated with the wider agency team when delivering output
growing & building relationships with clients, external agencies and media owners.
Other Relevant Experiences:
• 2006: Secretary CSR, Telesales, Global Direct TV, Paid TV Channels Dealer, Abu Dhabi
• 2004: Secretary, Solo Wedding Services, Abu Dhabi
• 2003: Secretary, Fonoon, Abu Dhabi