Service Delivery Team Leader.
Centro Global Solutions.
مجموع سنوات الخبرة :8 years, 6 أشهر
- Currently working there.
- Started as an agent in a durable medical equipment insurance account.
- Got promoted as a team leader after 7 months.
- Responsible for developing and implementing work process and quality guidelines to the team to reach its targets and end main goal.
- Delivering daily reports. team daily performance, attendance and adherence, training and coaching, team utilization to reach the ideal service level.
- Created and provided many business improvement plans and new ideas which improved and facilitated work processes.
SiriusXm Radio US, Account: Assisting Customers with variety of subscriptions, billing and payments. As well as Technical support.
- Handling customers’ inquiries and concerns about products and services over the phone.
- Performing technical assistance and trouble shooting on different systems and tools to resolve customers' issues.
- Promoted to a senior agent : handling more responsibilities. such as (training and coaching new employees - handling certain tasks on behalf of the supervisor).
- Joined the Escalation pool for critical and sever customer complaints to address their concerns and to resolve their complaints to reach customers' satisfaction and retain their Loyalty.
- Delivering daily Financial reports.
- Night editing, Revising Financial reports. and monthly payroll.
- Created a new filing system to facilitate work processes and reports extraction (hard and soft files).
Preperations Department.
Quality Observer.