Digital Opeartions Shift manager
Saudi Telecom Company - Stc
Total des années d'expérience :10 years, 11 Mois
- Leading, directing and motivating 5 supervisor and 150 team member Monitoring & achieving all Project KPIs.
- Process enhancement and road map planning for for better customer experience.
- Managing CITC, backoffice & social media Teams.
• Ensure desired customer delight by providing satisfactory response to customer interaction.
• Enhance the agreed targets and KPIs
• Manage Customer Interactions through Social Media, Chat, Email, Inbound & out bound voice contact through my team for the various services.
• Embody the spirit of excellence through team building, leadership and sound people management skills.
• Identify areas of concern and under performance and take corrective measures.
• Foster team member development through motivation and ensuring career advancements.
• Provide hands on assistance, share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work center for resolution of complaints.
• To track & ensure closure of complaints.
• To effectively manage Contact Center operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage team operations.
• Constantly login an take an agent role to update myself of customers’ needs
• Manage my team quality through listening on constant basis to the historical and live customer interactions.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
• Handle all kinds of escalations on higher levels presented by clients and ensuring resolving all kinds of complaints and client’s satisfaction.
• Analysis and reporting for board members and higher level of management.
• Provide training and OJT on Sugar CRM, Lithium, Egain, Zendesk, Avaya and similar applications of live chat and social media platforms.
• Monitor voice of customer through analysis of customer feedback and suggestions on all digital and social media channels (App store, Play store, Portal, Community, Twitter, Facebook, Instagram, Snapchat, Google+) to create attractive marketing campaigns for targeted segment of youth and digital users.
• Creating end to end process through all social channels with CRM integration, beside preparing CRM analysis and business dashboard.
1- Deal with all escalated matters to Different departments.
2- Handling twitter, facebook, chat, email queries, complaints, request through social media, community and live chat platform, with updating CRM to monitor and cateogries our customers.
3- Floor Support and work flow monitor.
4- Back office care.
5- VIP customer care.
6- Reporting and analyzing to top management levels.
7- Handling outbound and inbound calls for complaints, telesales, survey.
•Verifying details of business transactions, such as funds received and disbursed. And total accounts to computer spreadsheets and databases.
•Monitors loans and accounts payable and receivable to ensure that payments are up-to-date.
•Prepare invoices, checks, account statements, reports and other records and reviews them for accuracy.
•Prepares payroll and enters into online system.
•having the duty of reporting to management regarding the finances of establishment after checking that financial reports and records are actual and reliable.
•Establishing customers' needs and explain and demonstrate products to them.
•Building sustainable relationships of trust through open and interactive communication.
•Listening to clients and knowing their needs to propose new ideas to improve the event planning process.
•Training in Human Resources and Administration Department, where my role was preparing monthly payroll and scheduling training courses for employees to enhance their performance.
* Summer 2011 - Sales at United International co.
Degree: Bachelor of Commerce in business administration (major) . Class of 2013. Faculty of Commerce, English department. Alexandria University. Grade: Good, 4th year grade: Good
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