Service Desk Analyst
Vodafone Qatar
مجموع سنوات الخبرة :18 years, 0 أشهر
Acting as single point of contact between business, service providers and vendors covering all IT & NON-IT 'Core, IP, Network, IN domains' observed abnormalities Using monitoring tools such as touchpoint, RIA, and IT360 to analyze patterns and opening trouble tickets via BMC ITSM ticketing system 'Remedy' for observed irregularities Using investigation/ operating tools such as Citrix, RMS, CRM App 'Seibel - Open UI' as part of issue trouble shooting steps Saving company revenue and/or customer`s churn by proactively monitoring all pop up systems alerts by escalating & working with relevant teams to ensure service stability Ensuring that various types of information are communicated to business through the appropriate channel(s)
• Lead & managing offshore call centers teams; providing a strong vision, coaching, training, mentoring and support to assist them in successfully delivering awesome customer experience
• Accountable for developing and maintaining strong relationships through analyzing enterprise detractor"
• Monitoring and review major customer incidents & complaints by taking real time responsibility through escalating to the right team"
• Lead and motivate a team within a Customer Care environment to ensure delivery of an awesome customer experience
• Cut down detractors & Passives by 10% each month per agent
• Drive high-quality design concepts based on customer objectives to ensure awesome customer experience
• Conduct Weekly/Monthly meeting with management teams for quality function reviews
• Leading & managing a team that`s consist of providers support specialists & Member support specialists who receive prior Approvals of hospitals & medical centers to be reviewed as per the agreed medical guide lines & handling members calls who are medically covered & sponsored by Supreme Council Of Health
• Efficiently manage operations with all stakeholders, partners, healthcare service providers “ Hospitals, Medical centers & clinics”
• Run & manage outbound projects for disease management, Hospitals Booths activities & walking in center that`s receive visitors for further program enrollment process & discussing Prior Approvals approval/rejection
• Maintain & review daily/weekly/monthly performance calculation EXCEL sheet including data analytics, reporting & employee engagement for further performance management, process improvement & quality assurance
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate,
• Motivate and encourage agents through positive communication and feedback to effectively build call center culture and be always available to assist agents while they are "on-the-floor
• Ensured that all KPIs assigned from the client “ Vodafone Qatar” are efficiently met • Effectively coached & supported specialist’s with a strong focus on maintaining and improving service quality, hold team and one-on-meetings to ensure the team is kept up to date on all relevant issues impacting their role in Customer Care, maintain high levels of morale and motivation within the team and be a role-model as a leader • Maintained & developed healthy business environment by ensuring that all processes and procedures outlined are implemented and used effectively • Managed day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate specialists in a monotonous job environment • Monitored and assessing specialists’ performance to ensure KPIs and daily SLAs are met • Ensured a strong focus on quality and customer satisfaction through ‘Quality Focus’ • Targeting world customer service standards while serving our customers & Act as first point of escalation • Produced productivity, adherence, time capture and ad hoc operational report; and analyzing the results and take necessary corrective actions • Interfere as hiring manager to fill in some vacant positions to make sure that operations manpower are up to required • Designing and supporting the nesting and shadowing phase for new team joiners to up skill them to the needed level of knowledge and professionalism ensuring that learning and quality are shared and other key matrices are improved
Responsible for reporting & realtime monitoring.As for Reporting: dealt with Microsoft Excel on a daily basis in mentaining business productivity reports on agents, teams and tasks levels such as trade review, dashboard reports. Dealt with ready made applications such as CMS & Total View to extarct raw data from then start tailoring what serve business in excel equations. As RTM Provide service Level alerts to various leadership team members. staff utilization, tracking, teams schedule creation. Responsible for critical real-time decisions regarding increasing, deacreasing and re-allocation of staff. In addition, RTM is also serve as first responder and point of escalation for system outages and issues related to agent applications access.Re-plan breaks as necessary. Identify and report to Supervisors agents on long calls. Re-Skill cross-trained agents and notify Service Delivery team of changes. Make ‘Voluntary Go Home’ decisions based on current SL, available staffing, and/or shifts starting. Make extra hours and overtime decisions based on SL, Overall guidance from Operations Leadership.
Act as frontline representative interacting with Vodafone customers worldwide "Qatar Account". Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard. DELEGATED AS CALL CENTER TEAM LEADER FOR MORE THAN SIX MONTHES.
Responsible for all human resource activities including employment, Interview job applicants; review application/resume; evaluate applicant skills and make recommendations regarding applicant''s qualifications. Prepare job documentation Design and conduct new employee orientations. Administer and explain benefits to employees Provide advices, assist & follow-up on company policies, procedures, Training & development, documentation. Coordinate the declaration of specific policy-related and procedural problems and inquiries. Recommend, develop and maintain human resource data bases, computer software systems, and manual filing systems.
Handling all recruitment activities (for both internal and external customers) covering recruitment advertisements, applicants screening process, categorizing and filing the received resumes in the database program, conducting initial interviews with candidates and preparing short-listed candidates to ensure compliance to the set policies and procedures.
Ensure continuous update of the recruitment database and maintain a secured filing system for all resumes
Handle the recruitment correspondence and maintain the filing system. Sending resumes to clients after being reviewed.
Support HR department all related tasks in terms of calling candidates for training purposes, handling inbound & Outbound reception calls, Assist in General Services admin tasks.
Human Resources management certificate
Mini Diploma October 2010 American University in Cairo - Egypt Human Resources Management
Customer Service