خديجة‎‎ Sy

payroll; hr administration

Strategic, Communications and Marketing Plans:
• Work with Project Manager and CEO to make recommendations for online advertising campaigns
• Create and revise all business proposals and requests for special clients with Government of Dubai
• Set up meetings and business presentations with prospective clients
• Maintain and keep track of all action items in an action registry
• Create and keep minutes of meetings and directives in order
• Coordinate and collaborate business directions and decisions to key stakeholders
Social Media:
• Maintain and revise all media-related revisions and corrections for the assigned project (Jafza Freezone Online Directory, Confidential Dubai SME service)
• Create and implement strategies optimizing external audience engagement on social media platforms
• Act as central point for social platforms (FB, Instagram, Email, Online Website)
• Use Data and Analytics/Reports and intelligence for future project-related campaigns

Tools used:
• ERP - Enterprise Resource Planner
• Microsoft Office programs (Word, Excel, Outlook, Power Point, etc.), Adobe PDF, Photoshop

Manage a team of 100 employees by planning, implementing strategic and tactical plans to generate more efficient and effective output. Propose and lead projects focusing on site launches and employee effectiveness. Propose and implement projects that will provide efficient methods of increasing employee's speed to competencies. Evaluate employee satisfaction and performance. Drive accountability and discipline in accordance to company policies and handbook. Recognize and reward positive performance regularly.

Lead a team of 100 by training, promoting and strategizing effective ways of providing great customer service. Propose and implement projects that will provide efficient methods of increasing employee's speed to competencies. Evaluate employee satisfaction and performance. Drive accountability and discipline in accordance to company policies and handbook. Recognize and reward positive performance regularly.

• Contributes to other projects as requested. Review and distribute pertinent cross-functional information, including report generation
• Review weekly Customer Satisfaction surveys, monitor and conducts 15+ audits per week in accordance to Dell’s standard of Quality and provide Coaching & Feedback to CSRs to implement Quality of Service
• Monitor, Supervise and Maintain Average Handle Time (AHT), FTE via the Avaya CMS tool and coordinate with RTAs to ensure Service Levels are met and if agent utilization is maximized
• Train Reps with new client updates (Dell Certified Jr. Trainer). Provide procedural information and training for peers
• Attend and participate on conference calls with the client regarding new product/policy trainings
• Monitor and track issues to ensure accurate resolution. Handled CARE Batch 4 TQ training
• Analyze and issue Corrective Action & Performance Improvement Plans to reps as needed specific to the focused KPI and opportunity
• Mentor aspiring CSRs for promotion as next Case Managers, train them to handle deliverables for the job

• Utilize, optimize and maintain automated call and sale consolidation systems based on Microsoft Excel™
• Perform software & hardware troubleshooting for telesales team
• Provide customers with product and service information. Upsell products and services. Transfer customer calls to appropriate staff. Identify, research, and resolve customer issues using the computer system