maryem bourrour

Team manger

 Develop objectives for the call center’s day-to-day activities
 Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
 Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
 Assume responsibility of budgeting and tracking expenses
 Hire, coach and provide training to personnel to maintain high customer service standards
 Monitor and improve ordering, telephone handling and other procedures
 Evaluate performance with key metrics (accuracy, call-waiting time etc.)
 Prepare reports for different departments or upper management

handling inbound, outbound and non voice compaign for 102 agents., and 2 team leaders.
arrange schedule and transportation for the staffs.
coach and flow up the performance by agent and by team.
follow agent KPI’s and call center

handling calls, social media platform

handling customer calls, complaint and request, handling social media tasks ( facebook, twitter ....)

Currently working as front desk agent in Rotana, handling guest check in and check out,

blocking rooms for VIP and room amenities. Meeting and greeting guest on arrival,

coordinating with the Housekeeping department for room availability.

Check in, check out, facturation, oriented les clients, Gerer in equipe des baggagistes et des voituriers,

Internship management