Admin Exceutive
al-futtaim
Total years of experience :19 years, 9 Months
• Maintain manager’s calendar and scheduling weekly meetings records
• Prepares letters, memos and reports
• Organizing and maintaining files, records and minutes of meeting for Manager
• Preparing and editing correspondence, reports and presentations
• Maintains and update office records, training and vacation calendar of staffs.
• Manage staff schedules, objective, leaves, training, hotel bookings and training matrix.
• Prepares admin reports, weekly audit for quality and ISO 9001.
• Assist Management with tasks as needed
• Assist in special projects special events etc.
• Perform other duties and projects as assigned
• Maintain front reception and welcome customers
• Responsible in answering incoming phone calls in reception and resolve customer inquiries
• Handles all Associate and Customer Engagement activities
• Prepares individual items, such as labor, material, and time costs for billing.
• Handles all corporate sales activities
• Cold calling marketing Du Telecoms phones, products and services
• Organize and schedule appointments of Outdoor Sales Consultants
• Prepares daily attendance reports for Sales Manager.
• Prepares monthly sales report for Sales Manager
• Maintain fron reception and answers all incoming telephone call
- Miscellaneous filing, computer work etc.
• Supervise call center agents
• Conducts daily random call monitoring and weekly call monitoring, in order to ensure compliance of quality standards.
• Conducts weekly coaching to agents, discussing goals and call behaviors,
• Creates SMART action plan to achieve KPIs, AHT, Sales, First Call Resolution and CSAT stats.
• Handles all Team escalated calls resolving customer’s issue to the customer’s level of satisfaction
• Manages all team related activities such as team building, training, call listening, meetings.
• Other admin tasks as a supervisor including scheduling, monitoring both individual and team statistics.
• Attends Client weekly Call Calibration and Evaluations
• Acts as operations OIC as closing supervisor, giving out final reports for day to day call center performance.
• Handles all training for new hires including soft skills and product.
• Handles the first 3 months of new hires in production acting as Team Leader, monitoring agents calls, evaluates according to standards and provide coaching as to how they can achieve KPIs.
• Prepare all training materials needed for training ( online assessment, training rooms, projector, handouts, computer, headset, system log in, schedule, HR related concerns etc
• Develops training materials.
• Conducting follow up training for production agents including refresher courses, new products and services etc.
• Supervise call center agents
• Monitors and evaluates team members calls on a daily (random) and weekly basis.
• Coaches agents and creates SMART action plan,
provides feedback on their calls discussing stats such as CSAT, Sales, AHT and First Call resolution.
• Conducts team meeting, call listening and evaluation
• Handles all escalated customer complaints
• Attends weekly client call calibration
• Handles all party inquiries, host parties and other company activities, school tours etc.
• Assist in handling all customer inquiries, complains and ride operators.
• Admin task and handle front reception answering telephone inquiries.
• Responsible in driving more sales for amusement by organizing marketing activities.
• Prepares monthly reports for both party revenue and operations
• Book and organize company events and parties.
• Prepares monthly attendance report of ride operators
• Prepares monthly schedule of ride operators