Jihed Henchiri

. Provide training, coaching, and feedback to team members to enhance performance and productivity.
. Monitor team performance metrics and implement strategies to improve efficiency and quality.
. Collaborate with other departments to streamline processes and resolve issues.
. Conduct regular team meetings to discuss goals, performance, and any challenges faced.
. Act as a liaison between upper management and team members, communicating company goals and objectives.
. Reviewed the quality of the referrals that were registered in
CERNER (PHCC patient management software)
. Monitored call quality and provided call center agents feedback regarding call script adherence.
. Conducted process training for new recruits.
. Provided administrative support to the team leader/supervisor
when required.
. MIS preparation and sharing with the management regularly.
. Collects and monitors QA performance at the team and individual levels.
. Gives Managers feedback on quality trends and training opportunities.
. Constructs and maintains call and report monitoring formats, quality standards,
and an assessment database.
. Conducts call assessments.
. Refresh the training manual and consumer information.
. Create reports on training issues and initiatives, including management
summaries and status reports.
. Supervise, coach, and evaluate new hires while they are in training, and counsel as
needed to address areas for improvement
. Perform other duties as assigned.

-Over the phone, greet customers and inquire about their reason for calling.
-Handled client calls and answered questions.
- Handle a high volume of inbound and outbound calls in a timely manner.
- Follow up on HP tickets and assign them to the appropriate department to
resolve the issue as quickly as possible and satisfy the customer.
-Handling complaints and inquiries.
-Updating the database with possible changes and customer status.
-Sending emails to customers in response to their inquiries.

-Customers are greeted by phone receptionists.
-Deal directly with customers over the phone, electronically, or in person.
-Promptly responded to and resolved customer inquiries and complaints.
-create new customer accounts
-Responding to complaints and inquiries
-I was responsible for the account manager.
-Overseeing daily customer portfolios.

-.Callers are given advice, information, and assistance.
-Attempting to resolve all inquiries from the caller's initial contact.
-Use the computer system to identify, research, and resolve customer issues.
-Ensuring that all phone calls are returned promptly.
-Handling customer inquiries, requests, orders, and complaints.
-Calling customers back to follow up.
-Recording call and issue details accurately on logging software.
-Scheduling appointments for engineers to attend to promises and repair damage.