customer service representative
Dubai Roads and Transport Authority (RTA)
Total years of experience :11 years, 8 Months
RTA (Road and Transport Authority Dubai): RTA provides an
advanced transport network for the people of Dubai has been high on the
government’s agenda, which is evident from its initiatives to enhance the
public transport facilities and improve roads across the emirate to make travel
safer and smoother.
Dispatch Center Executive
Feb 2018 to Present
Primary Role: Maintaining customer experience reports, providing the
quality assurance by monitoring the calls of the agents, provides training to
the drivers for the efficiency of quality among the customers
Job Description:
Analyzes/audits service incident data, emails, voice clips, and customer
surveys to identify areas of service delivery that did not meet pre-established
performance standards within the Call Center.
Performs mock calls with new hires post-training to determine readiness for
moving into support.
Provides structured and timely recommendations; verbal and/or written
feedback to Quality Manager, Call Center leadership, Call Center operations,
analysts and the Service Quality teams.
Record feedback and To let the Customer service rep know about his/hers
areas of improvements.
• Working on Windows Server 2012, 2008, Active Directories, DHCP, DNS
• Dealing with Security Server as well.
• Trouble shoot software solutions i.e. Document Management, Print Management and Bio metric solutions.
• Installing and configuring computer hardware operating systems and applications;
• Monitoring and maintaining computer systems, Tablets and networks;
• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• Replacing parts as required;
• Providing support, including procedural documentation and relevant reports;
• Following diagrams and written instructions to repair a fault or set up a system;
• Supporting the roll-out of new applications;
• Setting up new users' accounts and profiles and dealing with password issues;
• Responding within agreed time limits to call-outs;
• Working continuously on a task until completion (or referral to third parties, if appropriate);
• Prioritizing and managing many open cases at one time;
• Rapidly establishing a good working relationship with customers and other professionals, such as software developers.
• Dealt with US Clients for the Technical related queries like resolving incident tickets, Network issues, Hardware & Software issues, configuring the MS outlook and all technical related issues.
• Used to do Network Mapping
• Establishes networking environment by designing system configuration; directing system installation; defining, documenting, and enforcing system standards.
• Maximizes network performance by monitoring performance; troubleshooting network problems and outages; scheduling upgrades; collaborating with network architects on network optimization.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organization.
• Used to a conference calls as well with the US based banks and the customers.
• Maintaining the reports and history of the clients to check there credit scores.
• Used to deal with the US Banks like Bank of America, American Express, Wells Fargo and many more.
• Providing the Clients about the loan information as well.
• Up selling of the Credit cards, Mortgage loans and education loans.
• Renowned for performing on upscale from 5day to 30day to 60day to 90day.
• Involved in HR Spoc, Quality Spoc and Fun Spoc
• Efficiently provided training sessions for new joiners to the organization.
• Used to deal with Clients Mortgage loans, credit cards, Education loans, Utility bills and check there credit history to further provide loans or credit cards.
• Worked for the US client, Equifax Mortgage Solution is a consumer credit reporting.
Wireless Networking Provisioner, Network Mapping, Assigns a Bandwidth to apply CFA path, Worked on HCL tools like NRM, Citrix, Telcos, Verifies service by testing circuits, equipment, and alarms; identifying, correcting, or escalating problems.
• Dealt with the US client, a telecommunication company in the United States name Sprint
• Used to do Wireless Network provisioning for telecom to give permit to install Telecom Circuits in the US.
• Used to provide Circuit Facility Assignment path to do further Network mapping
• Provides LOA (Letter of Authorization) giving them permission to use a specified facility assignment for interconnection
• Used to do the project basis with tight deadlines and well-defined milestones for the delivery of project objectives
• Once the path assigns used to do testing as well
• To provide guidance & training to the new associates involved in task processing and active participation in solving the critical tasks of the process.
• Very good and efficient at working with MS-Excel, Word, Power point, Access database, etc.
• Looking after the team’s performance by ensuring that the team is achieving the key performance metrics & goals and helping them if they face any difficulties in achieving the team targets.