CS Program _ Contact Experience Specialist
Amazon
Total des années d'expérience :17 years, 11 Mois
• Identify trends and opportunities to improve customer, contact experience and reduce customer effort
• Build and maintain a detailed understanding of our customer needs and friction points
• Deep dive into the customer experience to find customer defects and improvement opportunities using structured problem solving techniques.
• Analyze, deconstruct and optimize CS and customer processes in order to raise the bar with our customer experience
• Own resolution of large scale customers impacting issues, in partnership with CS, business and operations stakeholders
• Experience analyzing and leveraging voice of the customer to drive improvements
• Track record in analyzing customer-facing processes, workflows and touch points, and improving them with measurable outcomes
•Support program managers during large scale feature, product and business launches
•Identify trends and opportunities to improve customer experience and reduce customer effort
•Identify and deliver continuous contact experience improvements, includes creating and delivering projects as well as supporting operational programs in the capacity of change management
•Identifying gaps, launching a new programs and projects that can enhance the overall business outcome and leveraging the team leaders capabilities and skills to drive improvements.
Working as a Quality coach for Vodafone UK :
-Auditing on the advisors calls
-Enhancing their handling, soft skills
-Reports :how can develop any business gaps
-Training part
-Working as a Floor Walker in the Australian Account
-Then joined Qatar account
-Recently working in Vodafone UK account
-I had an experience as trainer in Jordan for 3 months .
Handling hard calls & complaints
Answering Agents inquires related to any technical, networks, & Iphone inquires
Handling system inquires
Giving Technical Training (Part Time)
Feb 19th 2007 till Oct 31st 2009
Technical Support Senior Advisor in international account (Australian account )
Handling any technical issues for Australian customers
Activating MMS and WAP services on all mobile types.
Achieving high customer satisfaction.
Handling escalations & follow up to get an efficient solutions for the cases .
A member of Iphone support team, handling any technical issues related to Iphone handset for VF Australia & VF Newzeland .
Handling admin work for my team & for the other teams as well .
I`ve joined the quality team for about 4 monthes handling quality tracking sheet &reporting sheet .
Exceed contact center: (SmartVillage)
June25 2006 till Feb18 2007
Customer Service Representative.
Key Roles and Responsibilities
Multi Purposes Account:
Handling different accounts in one account :
", AVIT, , PC for Every Home, , service Desk, E-Gov(electronic government website), Carrefour, MFA(Morgage Finance Aothority), CMA(Capital Market Authority), Ayat, Nat Gas company, Ministry of housing.
Providing information, answering Customer's inquiries, give the suitable solutions.
Handling effectively the hard calls.
Following up on complains
• Basic Business Skills Acquisition Program(BBSA) from future generation foundation (FGF). • Sales Advatage Program(BBSA+) by Dale Carnegie Training from (FGF). • KIT Certified Diploma( certficate of excellence) in electronic accounting diploma (microsoft certified partner). ICCI Consists of the following: Berlitz institute for languages: English Level 7 and 8 (the last two levels). Global communication. Marketing. Business writing. Negotiation. Pronunciation. Dale Carnegie Institute: Communication skills Human relation skills Time management Leadership skills Self development controlling worry and stress WCCS ( World class custome services) Customer service and sales techniques . Train the Trainer : Good background about Train the Trainer material (Self Study)