Mis Analyst
Emirates Driving Institute
مجموع سنوات الخبرة :9 years, 11 أشهر
Mining and using analytical tools to extract data from primary and secondary sources. Performing analysis to assess quantitative & data meaning. Present analysis reports for the stakeholder’s data-analysis steps, enabling them to take important decisions based on various facts and trends. Maintain follow up on operation KPI’s & track performance of 41 agents. Identifies and interprets P&L or patterns in complex data sets to drive optimization and improvement of product development, marketing techniques and business strategies. Acts as a know-how on loyalty analytics, customer segmentation and targeting, and ways to act on advanced analytics. Gathers insights to identify target audiences and increase ROI. Creates and delivers monthly or seasonal reports and decks. Ability to understand, summarize and present large amounts of information. Actively contribute to the growth and retention targets of the department. Develop and maintain excellent relationships with both internal & external parties. Encourage and train department members in best practice use of EDI data, analysis techniques and interpretation.
Milestones
➢ Key holder for Dubai Quality Award 2019 - as high performer in CS Analysis
➢ Delivered success in RTA’s dashboard report accuracy
➢ CS office project extension with technical system upgrade
Sets goals for team members aligning to operational progression, led 12 professional CS Agents. Responsible for making improvements of processes to enhance performance of the job area. Maintain the customer satisfaction rating on the company standard and to share reports regularly to the reporting manager. Work with stakeholders to understand their business needs and identify opportunities for analysis insight to inform their decision-making. Understand and report to the team and senior management on business performance. Ensure delivery of regular reports on time and without error. Self-manage delivery of analytical projects. Defining the business problem. Balance multiple priorities, updating stakeholders on progress and expected service delivery.
Milestones
➢ Revamped the VIP handling process through internal communication.
➢ Conducted training to increase service understanding, identify & devise activation plan.
➢ First point of contact for the RTA’s VIP activation classes in Dubai.
➢ Proactively analyzed and reported service metrics.
Deliver the best customer service by attending and resolving queries / issues. Escalate unresolved queries according to the set escalation path, and follow-up to assure timely resolution. Analyze the various parts of a problem properly and develop logical solutions. Manage difficult customer situations with a positive and professional behavior, empathize and solicit feedback to improve service. Document and categorize all customer queries in the relevant system(s) to keep / share track of all status histories in all channels. Follow up on registered cases / queries when necessary.
➢ Team Lead of Contact Centre by 2016
➢ Attend calls up to 105+ with accuracy of service provided