Call Center Team Leader
crm ME
Total years of experience :15 years, 10 Months
• Team Leader of the Automotive call centre (8 agents team) “Multi Brands Comparison - Audi Welcoming Calls - Volkswagen Welcoming Calls - Mystery Shopping project”
• Agent representative for Data Cleansing in Volkswagen Welcoming Call
• Handling Customer Satisfaction “Sales and Service” Surveys for “Luxury Automotive Brands” (Audi - BMW - Land Rover - Jaguar)
• Handling Call Centre Outgoing Calls for Mastery Shopping Project “Luxury Automotive Brands“ (Land Rover + Jaguar)
• Assigning a daily target process, reporting, analyzing and monitoring.
• CSR responsibilities and ideas.
• Implementing recycling program for the company with explanation and teaching material of waste management for the employees.
• Social activities in the country and volunteering program for the employees
• CRM agent for Nissan Gulf (GAP is a sister company for NGF “Nissan Gulf Free Zone) including: SSI/SCI/Complaints, Data Cleansing and Professional Excel reporting
• Call Centre Agent for “Guide Point” project, Trained on the tracking solution 24/7 call centre support
• Administrator for Insurance and Warranty Department Gap GULF “BMW and NISSAN”
• Salesman and Administrator for Warranty Contracts “Galadari Dealership - Mazda”
• Call centre Agent for GPS tracking for cars and control system - Monitoring and reporting “night shit”/Generating reports as per customer request and format analysis by using Microsoft Excel
• Testing GPS Maps / Driving and testing car navigator system for NISSAN NML (Japan)
Archive the data in the system
Quality Auditing and control
Answering calls from 101
handling complains
technical support