Scheduling Coordinator
Emirates Driving Company
Total years of experience :9 years, 9 Months
•Lead the scheduling team on a daily basis
•Communicate with other Operations’ Units to support they receive accurate customer schedule information
•Report on customers scheduling activities and associated numbers
•Ensure quality of customer schedules files.
•Be a first point of contact for unsatisfied customers, preventing escalation and finding solutions wherever possible. Pass on accurately documented information to the management team when further intervention is required
•Oversee high standards in the filing systems for all paperwork records
•Organize rotates for the team; distribute responsibilities and tasks between team members to ensure efficiency
•Oversee the standard of service delivered by the scheduling team in compliance with Organization policies, processes, procedures and quality standards.
•Maximize the efficiency and effectiveness of the reception team through the review and refinement of procedures, training and compliance monitoring
•Ensure contingency plans are in place for cover if there is unforeseen annual leave / sickness of staff.
•Participation in System Development based on Organization Requirements which Comply with Customers Expectations.
•Welcome customers and provide them with information relating to Organization services (general training, registration, booking etc)
•Complete registration and booking process as per Organization policies, processes, procedures and quality standards
•Manage simple customers’ inquiries/complaints and escalate to manager when required
•Lead the reception team on a daily basis
•Input in Organization continuous improvement process relating to customer service.
•Handling the customers’ complaints and proceeding with the required preventive and corrective actions needed to satisfy them according to the Organization Standards and Procedures.
•Assuring the Customer satisfaction with regards to reception services.
•Participate in set up of New branch activities, requirement and resources related to Customer service and Call Center Section
•Ensures that all customers are provided with relevant information and Services relating to Organization Services (general training, registration, booking etc)
•Complete registration and booking process as per Organization policies, processes, procedures and quality standards
•Input in Organization continuous improvement process relating to customer service
EDUCATION 2007 B.Sc. Computing applied to the Management Private Arabian University of Sciences, Tunis, Republic of Tunisia. 2000 High school from Khalifa Bin Zayed secondary School, Al-Ain, United Arab Emirates