Head of Call center/Co-owners association coordinator
UDC -TCAD (The Central Authority Directorate)
Total years of experience :5 years, 6 Months
o CRM administrator
o 2009-2011 Lunched and leaded new helpdesk for the operations.
o 2011 Started a centralized c all center for the Island, Managing and developing
o Supervising the OC3 generally and the Helpdesk specifically.
o Controlling the schedules.
o Sorting out issues with Residents/Visitors/Retailers and everybody else locate in the island.
o Assisting in plans that help out to give better life quality for the island ppl.
o Assisting in finding solutions for any possible problem may come out.
o Assisting in finding plans for the incidents it may comes out.
o Administrating IMS (incident management system by Siemens). A system for logging on the incidents issues and calls.
o Weekly training based on needs/Daily training based on the daily matters.
o Monitoring/assisting/instructing/ and everything else comes with the duty of a super visor,
o Assisting in security issues.
o Inbound/outbound
o Dealing with Hard/Angry/not satisfied customers.
o Follow up on DNF's( defect notifications, Snags, Ad Hoc services and complaining from Customers)
o Provides supervision of all activities and systems in the command and control facility.
o Coordinates with other security shift supervisors and managers during shift.
o Ensures command and control center is maintained and operational 24/365.
o Staff evaluation
o Planning
o Surveying for better service.
More info will be available upon request
Internet Back up and trouble shooting, taking calls from the customer and help their needs, reach the satisfaction for angry customer until calm down, trying to solve the problems in a proffesional way, arrange fault documanets for technical problem which needs some body out working, reports for managment, acting team leader while team leader is not available, arranging agent schedule, for breaks and availabelty