Office Manager and Marketing Administrator
Robert Walters - United Arab Emirates
Total des années d'expérience :19 years, 6 Mois
Part of Randstad Holding headquartered in Diemen, Netherlands - Randstad is the biggest recruitment firm in the world
with 4, 473 offices in 39 countries.
Recruitment:
▪ Resourcing and Contacting potential candidates for open roles given by our client as to when there as a high
volume of job flow in the company. Market worked on includes: FMCG & Manufacturing; FinTech, Banking,
Professional Services and Life Sciences
▪ Analyze, interpret and fully understand the job opening/position requirements with the recruiters
▪ Review applications from advertisements and watchdog result from job boards.
▪ Use Boolean / Extended Boolean, query modifiers, and semantic search techniques when doing a search
▪ CV Bank searching for all new candidates registered in the last 24 hours.
▪ Proactively identify improvements to the recruiting process
▪ Proficiency in and knowledge of recruiting tools, resources and processes
▪ Including the following types of searching:
▪ Candidate searches (using skill codes) Macro lists
▪ Sorting by Employer and Title Postcode Searches Adhoc and magic searches
▪ Registering and mock registering
▪ Advertise job vacancies through different online job boards and social networking platforms
Administration:
▪ Administration support for consultants and managers
▪ Assist with Administration Duties: Correspondence, Meeting Details, Progress Reports, KPI Reports, PowerPoint
Presentations
▪ CV Formatting as per Company Standard
▪ Coordinate interviews, build relationships, and provide support across multiple time zones
▪ Communicate with candidates and key personnel
▪ Undertake other relevant duties as assigned
▪ Answer the general queries, internally and externally through emails and other forms of communication
Gulf Marketing Group is one of the Middle East’s leading, family owned companies. Operating across the GCC, Gulf
Marketing Group is a dynamic group boasting a diverse portfolio of retail outlets, brands and consumer and B2B services
across key sectors such as healthcare and pharmaceuticals, sports and fitness, real estate, education and technology.
▪ Handled and closing Internal & External Junior to Mid-level head office vacancies across Gulf Marketing Group
(Sun and Sand Sports, Nike, Contracted Brands e.g. The North Face, Columbia, Vans, Crocs, and Timberland),
Suncoast, Emirates British Nursery, Farm Fresh & Multimedia)
▪ Planning and prioritizing tasks coupled with strong problem-solving skills and the ability to make independent
decisions.
▪ Understanding the business objectives and requirements of the assigned roles
▪ Sourcing & short-listing CV by using various sources like Social media, Database, Advertisements, Head hunting,
Job portals, and References.
▪ Responsible for bulk recruitment for Store Level positions, Recruitment Open Day and schedule all shortlisted
candidates’ interviews with hiring managers i.e. telephonic/face to face
▪ Effectively building relationships with internal and external contacts whilst understanding the wide ranging
needs of the business Roles handling vacancies
▪ Preparing approval sheets and obtaining necessary signatures for all selected candidates under retail.
▪ Responsible for offer letters and extended contracts preparation as per companies structured salary scale in
adherence to approvals from the authorities on grades and designations and collecting necessary documents
from candidates for Onboarding
▪ Gathering data from different business units to come up with a manpower report and identify number of
vacancies
Job portals, and References.
▪ Responsible for bulk recruitment for Store Level positions, Recruitment Open Day and schedule all shortlisted
candidates’ interviews with hiring managers i.e. telephonic/face to face
▪ Effectively building relationships with internal and external contacts whilst understanding the wide ranging
needs of the business Roles handling vacancies
▪ Preparing approval sheets and obtaining necessary signatures for all selected candidates under retail.
▪ Responsible for offer letters and extended contracts preparation as per companies structured salary scale in
adherence to approvals from the authorities on grades and designations and collecting necessary documents
from candidates for Onboarding
▪ Gathering data from different business units to come up with a manpower report and identify number of
vacancies
For 30 years, West has provided reliable, high-quality, voice and data services. West serves clients in a variety of
industries including telecommunications, retail, financial services, public safety, technology and healthcare. West has a
global organization with sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and
Latin America
Jul 2011 - Feb 2015 COMCAST - Production Supervisor
Comcast Corporation Headquartered in Philadelphia, Pennsylvania USA is an American global telecommunications
conglomerate that is the largest broadcasting and cable television company in the world by revenue (through its Xfinity
brand). It is the second-largest pay-tv company after AT&T, largest cable TV company and largest home Internet service
provider in the United States, and the nation's third-largest home telephone service provider.
▪ Motivating and inspiring the team to surpass their potential.
▪ Improving the team and facilitating the communication among the members of the team.
▪ Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
▪ Creating sense of ownership within the employees and resolving employee issues, if any.
▪ Encouraging, supporting, and motivating actively one’s peer team.
▪ Looking constantly for development as well as continuous improvement for the entire team.
▪ Monitoring, organizing and coaching the team on a day-to-day basis.
▪ Communicating the company’s purpose, core values, vision to the front employees.
▪ Ensuring that the employees follow their schedules properly as designed.
▪ Striving for new ways continually, to increase the opportunities for sales.
▪ Handling escalated calls, complaints, questions, and queries as necessary.
▪ Facilitating cross-functional communication within employees for improved working condition.
▪ Creating a conducive work environment for all the call center’s employees.
▪ Carrying out team meetings and actively participating in the monthly and weekly meetings.
▪ Documenting general reports on each team member’s performance and targets as well as ensuring that they
exceed the targets.
▪ Involved with Recruitment Process and interviewing candidates on the final stage
AT&T Inc. is an American multinational conglomerate holding company headquartered at Whitacre Tower in downtown
Dallas, Texas USA. And, the second largest provider of mobile telephone services and the largest provider of fixed
telephone services in the United States.
▪ Provide immediate, constructive counseling and coaching
▪ Observe where production staff are experiencing difficulty and take additional instructional steps to clarify
information
▪ Escalate to supervisor any situation outside the employee’s control that could adversely impact the quality of
service provided to the clients
▪ Based on evaluations of production employees assess the effectiveness of training and determine the need for
any additional, refresher, or supplemental training for the group or identified individuals
▪ May solicit input from client regarding areas for improvement in training procedures and results
▪ Participate in client remote monitoring, ensuring follow-up on any concerns that the client may voice, and
reporting any areas of concern
▪ Understand and support all departmental operating policies and procedures relating to business procedures,
philosophies, and conduct, staying apprised of any changes
▪ Thoroughly and accurately communicate policies when providing feedback to and coaching production
employees Coaching - Coach and provide feedback to production employees utilizing established training plans,
appropriate combinations of formal, informal, one-on-one, and on-the-job training as appropriate
▪ May assist with additional training for existing staff based on new enhancements, services, etc., as necessary
▪ Prepare for coaching by reading guides and maintaining a high level of production knowledge
▪ Provide input on the preparation of written training materials and updating of training materials, reference
handbooks, and departmental forms for both new and existing programs and program enhancements Report
Generation - Prepare, and update reports in a timely and accurate manner
Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key
performance metrics.
▪ Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
▪ Communicating the company’s purpose, core values, vision to the front employees.
▪ Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call
recording and quality assurance applications), review productivity and attendance reports, and coach staff
members to improve performance.
▪ Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-
year performance review, and final year-end performance review. Assist agents with career development.
▪ Ensure that customers’ questions and problems are resolved properly and quickly.
▪ Address challenging customers and problems that require escalation outside of the department.
▪ Accurately process and record call transactions using a computer and designated tracking software;
▪ The report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to
provide all customers with an outstanding customer experience.
▪ Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA
specialists, Engineering, Marketing, Manufacturing and other areas of the company to facilitate problem-solving.
Aegis Limited provides information technology and business process outsourcing (BPO) services. The company offers
BPO services such as customer lifecycle management services through voice, mail, chat, and social media monitoring
and engagement tools
▪ Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key
performance metrics.
▪ Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
▪ Communicating the company’s purpose, core values, vision to the front employees.
▪ Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call
recording and quality assurance applications), review productivity and attendance reports, and coach staff
members to improve performance.
▪ Conduct formal agent performance reviews, including annual goal- setting/performance development plan, midyear
performance review, and final year-end performance review. Assist agents with career development.
▪ Ensure that customers’ questions and problems are resolved properly and quickly.
▪ Address challenging customers and problems that require escalation outside of the department.
▪ Accurately process and record call transactions using a computer and designated tracking software;
▪ Report, analyses and resolve system, customer and operational issues that impact service quality. Strive to
provide all customers with an outstanding customer experience.
▪ Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA
specialists, Engineering, Marketing, Manufacturing and other areas of the company to facilitate problem solving.
Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement
services for Global 2000 companies and their end customers.
▪ Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key
performance metrics.
▪ Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
▪ Communicating the company’s purpose, core values, vision to the front employees.
▪ Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call
recording and quality assurance applications), review productivity and attendance reports, and coach staff
members to improve performance.
▪ Conduct formal agent performance reviews, including annual goal- setting/performance development plan, midyear
performance review, and final year-end performance review. Assist agents with career development.
▪ Ensure that customers’ questions and problems are resolved properly and quickly.
▪ Address challenging customers and problems that require escalation outside of the department.
▪ Accurately process and record call transactions using a computer and designated tracking software;
▪ Report, analyses and resolve system, customer and operational issues that impact service quality. Strive to
provide all customers with an outstanding customer experience.
▪ Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA
specialists, Engineering, Marketing, Manufacturing and other areas of the company to facilitate problem solving.