Team Leader
Orange
Total years of experience :13 years, 10 Months
Representing a positive link between representatives on one hand and supervisors and management on the other hand to ensure a smooth running of workflow and communication.
1. Ensure proper handling for all incoming / outgoing calls of the call center.
2. Perform regular follow up on representatives punctuality and performance (staff time, adherence. ACW, AHT and attendance) in order to increase the call center productivity and decrease the lost call rate.
3. Prepare his team members overtime sheets on a monthly basis.
4. Make sure that representatives information are up-to-date using the intranet and the call center internal briefings.
5. Assure accurate information and actions from representatives within the calls to maintain high levels of customer satisfaction and minimize the amount of compensation paid to the customer which will affect the company revenue.
6. Log in during the shift to maintain continuous active contact with customers and keep deep involvement in the operations to help in minimizing LCR and maximizing SL.
7. Follow up on service desk open cases related to malfunction PCs, extensions to assure maximum availability.
8. Follow up on the complaints resolution service level with the concerned departments in order to ensure resolution in an appropriate time as to fulfill promises with the customer.
9. Handle escalated calls from angry customers when requested to talk to a higher level.
10. Propose new ideas to the concerned department for enhancing the company products and services.
11. Ensure that all requests and actions are finalized within the predetermined SLAs.
12. Escalate problems and provide relevant feedback to the right channels.
13. Suggest tools and communication channels to share new ideas generated from sub-ordinates with the right concerned parties.
•Provided excellent customer service on handling incoming calls through Listening to customers, analyzing their needs and offering adapted solutions.
• Promoted Orange's products and services and identify customers need for additional Orange's products and services customers by establishing and maintaining customers’ relationships.
• Took appropriate action to efficiently resolve issues by taking accountability to solve issues from beginning to end. Received and incorporate feedback to improve personal and business performance.
• Achieved more than 150% of the campaign sales target with the highest quality and customer satisfaction by focusing on the actual needs of the customers.
• Acted as Team leader, monitored the performance of team members, provided on the job training to my stuff, solve escalated problems, presented daily report to management.
•Positively contribute in up selling of products & Value Added Services to maximize company revenue
•Interact with customers to provide information in response to inquiries about products and services
•Handle and resolve customer's complaints
•Receive orders for services to be installed, turned on, turned off, or changed.
•Look into and resolve complaints about billings and service provided by phone.
Click to edit position description* Handling the high value English customers issues, complains and inquiries, floor support for the new comers and the trainees.
* Deal directly with customers either by telephone and electronically and Respond promptly to customer inquiries.
* Handle and resolve customer complaints.
* Obtain and evaluate all relevant information to handle product and service inquiries.
* Provide pricing and delivery information.
* Perform customer verification.
* Set up new customer accounts.
* Process orders, forms, applications and requests.
* Organize workflow to meet customer time frames.
* Direct requests and unresolved issues to the designated resource.
* Manage customers' accounts.
* Keep records of customer interactions and transactions.
* Record details of inquiries, comments and complaints.
* Prepare and distribute customer activity reports.
* Manage Administration.
* Communicate and coordinate with internal departments.
* Follow up on customer interactions.
* Provide feedback on the efficiency of the customer service process.
Click to edit position description1. Determine equipment and best method to rig up according to the package selected by the customer.
2. With the assistance of other operators unloads and assembles the equipment to be used, sets up the service unit, and initiates the rig up.
3. Provides training, guidance, and leadership in the operation of well testing equipment, to less experienced personnel.
4. Works on-call 24 hours per day, 7 days a week, except for regularly scheduled days-off period. To be available on short notice for performing work duties.
5. Will be familiar with correct SOP & QA/QC procedures, and perform basic routine equipment maintenance in preparation for next job.
6. Required to pull travel trailers to job site according to local regulations.
7. Performs routing readings of equipment during rigging up to ensure equipment is performing according to customer's requirements while maintaining a safe operation at all times.
8. When needed, assist with maintenance, painting, grinding, calibrating, and any other equipment/facility needs. Will utilize maintenance forms to ensure all work is completed properly or tagged for out of service if required.
9. Observes safe working practices, safety rules and regulations. Complies with Company safety policies and procedures. Initiates Job Safety Analysis procedures prior to the rig up and for Safety Meetings as well as tail gate meetings. Corrects obvious hazards immediately or reports to Product Line Supervisor if not immediately correctable.
10. Attends in-house and/or outside training seminars to acquire basic knowledge of Company safety programs and policies.
Click to edit position descriptionTo provide sales and technical support to bank on product details, benefit illustrations, insurance policies, etc.
Also to support bank when prospects have unique requirements that cannot be met by the available packages, such as requiring complex savings plans or detailed advice, or with loan debt obligations elsewhere, and needing protection.
To act as the link between the bank staff and the company, in terms of collecting completed application forms, and proofs of initial premium payments and submitting them to the company.
To be responsible for the company's kiosks in the branches and replenishment of brochures, corporate profiles, applications and benefit illustration forms, by monitoring branch supplies and requesting supplies from Marketing Department.
To monitor and follow up bank activities related to approaching prospects to arrange for meetings and selling life insurance to these prospects and be responsible for the weekly, monthly, and annual activity reporting required by the company, for the assigned branches.
Each Financial Advisor will be responsible for supporting a number of branches and will divide their time and effort between these branches appropriately.
Supervised a team of sales repetitiveness in order to achieve sales, marketing and management objectives of the franchise.
Click to edit position descriptionDeliver excellent customer service, at all times, ensuring guests’ comfort and safety.
Deal with all enquirers in a professional and courteous manner, in person, on the telephone or via e-mail.
Deal with customer complaints in a professional manner
Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities.
Manage and maintain the administration of all reservations, cancellations and no-shows, in line with company policy.
Complete all daily administration tasks as required.
Report any faults or damage in any of the bedrooms (or hotel facilities) immediately to hotel manager.
Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required.
Manage and maintain effective and efficient use of all reception equipment and hotel systems, in line with company policy.
Control and manage all new credit application accounts, sales ledger management and payment administration.
Provide reports, as required, for hotel management.
Complete rotas for your team weekly; manage and maintain correct staffing levels in line with targets and business levels.
Ensure that all members of the team sign in/out on the time sheets at reception and manage absence and lateness, in line with company policy.
Be responsible for evacuation, in cases of emergency, acting as first point of contact for the team, guests and the emergency services.
Report any security issues to the hotel manager immediately.
Take responsibility for extra management tasks, as required, in the hotel manager’s absence.
Maintain personal knowledge by completing in-house training and workbooks.
Always adhere to all company policies and procedures and licensing laws.
Be involved and contribute at team meetings.
Carry out instructions given by the management team and head office.
Graduation project grade was excellent and it was a feasibility study on the establishment of Diamond Hotel Tourist.
