Lamis Yahya

-Monitor Product Support Agents calls and review emails for accuracy of information and call handling standards.
-Ensure that Product Support Agents are delivering a high level of customer service.
- Verify that agents are providing accurate solutions to customers.
- Record evaluations utilizing departmental quality monitoring forms
- Deliver coaching feedback to agents on call and email performance.
- Provide Supervisors and the Manager with regular performance feedback on the agents
- Assist with quarterly CSAT program by working with the Sales force administrators on the delivery of the surveys and evaluating

- Handle customer's inquiries on the telephone providing the right and full information according to the call center guidelines.
- Resolving customer's complaints and problems within boundaries of authority, distributing issues for further escalation to appropriate persons or team.
- Taking customer orders and creating opportunities for up and cross selling.
- Effectively interpret the needs of the customer, maintain and enhance standards of quality for the services offered.
- Build a customer relationship / partnership, which add value to the customer, leading to a long-term profitable relationship.
- Show a broad knowledge of products and services and their competitive advantages.
- Follow the appropriate guidelines and procedures for any given situations.
- Team leader potential training certificated.  Assist team
- Trainer

-Telesales
-Data Entry
-Secertary