Volunteer support center officer
Supreme Committee for Delivery & Legacy
Total des années d'expérience :13 years, 1 Mois
• Volunteers and Staff training since induction. Manage and lead 10 employees, and support 20, 000+ volunteers across FIFA World cup Qatar 2022 functional teams.
• technical skills in enterprise applications such as ERP, CRM, and BI tools.
• Manage, supervise and provide direction for the Application Support team, ensuring that all service level agreements are met, and incidents are resolved in a timely manner.
• Providing regular reports on system performance and identifying opportunities for improvement.
• Responding to emails on central mailbox for volunteer's inquiries.
• Defining detailed policies, procedures, concept of operations, operational plans, services inventory, etc. as relates to volunteers.
• Leading support Services team by example, providing clear guidelines and solutions, mitigating conflicts, and motivating staff.
• Facilitate volunteer’s teams with all functional areas.
• Seeking and define integrated communication strategy and being point of reference for volunteer’s communications.
• Development of tools and materials (including presentations, reports, manuals, etc.) and keeping it regularly updated. Effective measurement working tools using (Freshwork analytics and Rosterfy) .
• Seeking ideas and contributing to innovations that can enhance volunteer’s experience.
• Develop and conduct volunteers survey to monitor quality of delivery and elaborate daily report to submit to management.
- Part of Customer Service Department committee that helped improved and implemented current center setup.
- Team leader and real time coordinator by manage inbound\outbound calls in timely manner using Tawk, Contact experts’ program and internal work portal.
- Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives.
- Meet team qualitative and quantitative targets
- Boosted customer service satisfaction ratings through consistent quality control.
- Part of core workforce team for Qatar university graduation ceremonies, fresh student orientation day, and Volunteers center events and workshops.
- Work closely with over 10.000 Qatar university volunteers and Manage any necessary related logistics and operations asked form management.
- Upheld best practices for budgeting, projects, timelines and presentations while developing detailed planning strategies.
- Determined root causes of problems with systematic approach and developed new ideas to overcome obstacles.
- Support over 5000 undergraduate students in registration related inquirers.
- Offered friendly and efficient service to students, handled challenging situations with ease.
- Help undergraduate student to register courses and answer their inquiries about the university courses . Data entry and organize event.
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