مروة الشهاوي

• Handling a team of 16 members of customer service representatives
• Monitoring live and recorded calls to meet the quality standards and the customer satisfaction goals and the average handling time targets.
• Using 16 applications on daily basis
• Reporting to the Operation management the KPIS and the numbers of the team on weekly and monthly basis
• Attending the Operations meetings headed by the Operation and the Queue managers to set new plans to meet the monthly and weekly goals of each interval according to the Client's new targets
• Monitoring the team adherence and the calls durations
• Handling and resolving the customers complaints and escalations
• Effectively dealing with job stress, angry callers, and upset customers
• Using the most appropriate way to communicate with different behavior types of the team members on one hand and the customers on the other hand
• Displaying time flexibility towards shifts as per work floor requirements
• Following up with the customers' escalations by telephone and e-mail and ensuring that their needs are met with satisfaction.
• Arranging the team member leaves such as casual. sick or planned leaves to meet the business needs
• Communicating and coordinating with internal departments like RTM, Complaints, Leakage, Quality and HR departments
• Coordinating the team meetings on daily weekly and monthly basis to discuss the updates the company updates such as quality targets, products, numbers, KPIs, skills or the company new policies
• Arranging one on one coaching seasons to work on the team week points and to stress of the strong ones

Achievements
•Developing a new project and new modules of communication skills to effectively meet the NPS targets "Network Promoting scores" 80% of the time
• Enhancing the team performance to meet the clients numbers and target for NPS, AHT and sales targets 80% of the time

-Trained in the communication and soft skills from 10th of February 2011 till 31-March 2011
-Trained in AT&T product and process from 1st of April till 24th of April
-AT&T customer service outsourcing agent and sales representative from 25th of April till 10th of Feb 2012 "serving the American west region California and Nevada"
- From 10th of Feb 2012 promoted to be a Senior agent till present in AT&T U-VERSE account serving the West, Southwest, South east and the Midwest Regions in the USA
-Handling the billing, payment and bundling issues
-Handling the customer new orders for new connections
-Selling AT&T product such as home phone lines, DSL internet, Direct TV, U-verse TV and AT&T mobile phone as well as the mobile plans
-Programs used CRM, CCTP, EASE, Boss, Sord, Cpsos and excue star etc…
-Raising claims for the customer if needed
-Contacting other AT&T departments if needed, such as the repair department, DSL technical support or the other regional departments, retentions and collections etc…
- Running credit checks for the customer and checking their eligibility for new offers and promotions.
- Mentored the new hired representatives to coach them to follow the call flaw
-One of the top five achievers in the Quality Audit scores 10 month in a row
- Achieving scores for Customer satisfaction surveys 90% of the time
- Maintaining the Average Handling Time per call

Description:
-Handling the correspondence between the suppliers and the customers
-Notifying the suppliers with the new tenders of the new spare parts
-Attending the tenders opening and presenting the suppliers' offers
-Following up the inquiry/tender of the customers' till the company receives a fixed order
- Receiving the shipping documents and following up with freight forwarders and customers
-Handling the customers' statement of accounts
-Managing the web site admin and computer problems
-Receiving new shipments of spare parts and managing the stocks
- Managing the filing system
-Attending big fairs representing the company: "ITCE11 year 2008 and ITCE12 Year 2010"