Operation Officer
Tamkeen technologies
Total years of experience :14 years, 5 Months
Worked in the Human Resources Development Fund - HADAF
(as a Technical Support Advisor)
for hafiz and taqat programs
Started working at Riyad Bank in services filed as a Customer Relations Specialist, with a great experience in all services:
(Accounts and Loans - Issue, Withhold, and Activate ATM Cards - all Electronic Services via Internet).
- From 1 September 2007 to 1 january 2009 Worked in call center (as a Support Advisor).
- From 02/01/2009 to 19/03/2010 Worked in call center (Sales and Marketing) of all products of the Bank; such as personal loans, real estate loans, and credit cards .
- Worked on developing all systems to facilitate services.
- Have knowledge in using a number of programs; Siebel, RDC, and CRM.
- Moved to Quality Division for the call center from 20/03/2010 to 01/05/2013 (as a Quality Supervisor).
- Weekly 10-20 minute meetings with each member of the team
- Weekly QA Monitoring and coaching's done using the TOPS process
- Weekly reporting (utilization, AHT, break and lunch monitoring)
- Working with training and other management staff to improve quality and efficiency of Escalations team.
- Handle inbound and outbound escalations
- Provide excellent customer service to all subscribers and fellow representatives
- Demonstrate a positive and helpful attitude to all subscribers and fellow representatives
- Demonstrate advanced knowledge of Client products
- Understand, Organize, and Train new information to internal representatives for educational and informative purposes
- Handle requests for supervisor/mgmt/client requested customer callbacks
- Interfaces with local market support departments to resolve complex issues
- Trend volume causing issues with mgmt to implement up trainings to improve overall floor knowledge.
- Assists in identifying trends in call handling and customer related issues for feedback
- Performs other related duties and assignments as required.
- Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
in call center