Call Center Supervisor - Facilities Management
Abu Dhabi National Exhibition Company
Total years of experience :22 years, 10 Months
•Working within ADNEC Helpdesk on a 24/7 basis managing 7 agents.
•Having excellent knowledge of all ADNEC assets and technical equipment.
•Receive reactive calls from internal/ external clients.
•Using CISCO as the telephony system.
•Using Maximo CAFM software to record and track all reactive requests.
•Prepare RFP’s when requested for new contracts and/or systems mentioning the scope of work and business required.
•Assign requests to the operations team/ supervisors to ensure completion of all requests within the agreed SLA.
•Follow up with operations team in regards to pending requests.
•Ensure that all requests are completed as per the department KPI’s (response time - remedial Action time - permanent repair time).
•Do regular surveys to measure customer satisfaction.
•Setup helpdesk KPI’s within the BIFM standards (British institute for Facilities Management).
•Monitor monthly KPI’s and SLA’s to ensure that the helpdesk is within the agreed standards.
•Arrange monthly, quarterly and yearly helpdesk reports.
•Arrange monthly helpdesk schedule with the consideration of the peak timings of calls and agents skills.
•Manage helpdesk annual leave plan and ensuring that 60% of manpower is available.
•Provide customer service soft skills training in addition to refreshment sessions if required.
•Support helpdesk with documents and sheets to be used as a knowledge base.
•Help in improving the helpdesk work processes and procedures to ensure efficiency in work and to meet customer expectations.
•Motivate Agents by awarding agent of the month and do outings to rise up the team spirit.
•Arrange yearly budget with the operations to ensure that sufficient funds are available for materials requests and annual maintenance contracts.
•Work closely with finance department to approve all budgets for initiative completion.
•Take part in the routine and regular inspections and responsible for preparing reports to measure the inspection work efficiency.
•Prepare and assist in defining department CAPEX and initiatives.
•Prepare and support in the department standard operating procedures (SOP) to meet ISO 9001:2008 standards.
•Participate in the company award SKEA (Sheikh Khalifa Excellence Award).
•Follow up with procurement department for pending materials awaiting delivery.
•Managing the daily running of the call center.
•Monitoring random calls to improve quality minimize errors and track operative performance.
•Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
•Reviewing the performance of staff.
•Handling the most complex customer complaints or enquiries;
•Working within a dynamic call center running 24/7 managing 10 agents.
•Receive external customer inquiries in regards to pension inquiries and IT related issues.
•Provide effective customer service training for current and new employees.
•Provide refreshment sessions if required.
•Attend interviews to hire new employees within the service department.
•Working on oracle R12 system.
•Manage call center schedule and annual leaves.
•Provide work related documents as a knowledge base.
•Imitate monthly call center reports.
•Using CISCO supervisor desktop as a call center system from which supervisor can monitor the call center work flow and queue.
•Measure call center monthly KPI’s in addition to SLA.
•Do regular surveys to ensure customer satisfaction.
•Working on a 24/7 helpdesk.
•Working on 3com telephony system.
•Working within a team composed of 8 agents.
•Receive internal/ external customer requests and record them on (one or Zero) system.
•Follow up with all pending requests.
•Record all the updates received from the engineers on the system.
•After request completion, perform a service measurement survey to measure customer satisfaction.
•Help improve helpdesk processes and procedures by imitating some documents which helps in tracking and monitoring requests.
• Responsible for Selling Emirates NBD Credit Cards (Master Cards, Visa, Dinners Club).
• Responsible for opening Accounts for Small and Medium Enterprise.
• Achieving monthly targets and exceeding the limit.
• Dealing with customers in face to face meetings.
• Reporting targets to the team leader and high management.
• Making good relations with customer to offer good references.
• Responsible for Maximizing Retail banking products sales to reach set targets by probing customer need.
• Planning daily calls and visits to ensure achievement against targets.
• Promoting the bank’s services and products through direct and cross selling to achieve the bank’s goals and increase its market share in those products.
• Develop, introduce and manage personal loan and credit cards products for any market identified by the bank.
• Develop and manage marketing strategies to establish product positioning for maximizing product use and meeting product revenue targets.
• Work with technology, operations and coordination with other departments to ensure timely product development and desired product delivery.
• Partner Risk in assessing market, legal and operational risks related to the bank's Personal loan and credit cards products and develops mitigates to safeguard bank's profitability and reputation.
• Review personal loan and credit cards product programs and make enhancements/modifications in coordination with operations and technology, wherever necessary.
• Work with Retail Branch and Sales teams to formulate and implement sales & marketing strategies for enhanced revenue generation.
• Assess customer behavior towards personal loan and credit cards products and conduct market research as appropriate.
• Attracting new investors and assisting current investors in developing their product knowledge and expanding their investments under the bank's product offerings.
•Working on as an agent in a multinational company which is responsible for Networks and data communication on 24/7 basis.
•Working within a team composed of 7 agents.
•Using VOIP as the telephony system.
•Update and record all requests received on GCRMS system.
•Follow up with engineers to ensure completion of all pending requests.
•I was responsible for Global technical assistance center in Egypt (GTAC) which serves Europe and Asia.
•Responsible for the technical assistance center (TAC) which serves South and North Africa.
•From my important responsibilities in Huawei is to measure customer satisfaction in the (TAC) department and responsible for the training work manuals for the new comers and the trainers.
•Responsible for Monthly report of the satisfaction and dissatisfaction of the customers which is distributed for all the regional offices of Huawei to improve their work in order to reach the highest level of customer satisfaction.
•Responsible for all the reports required in addition to the call flow and achieving the targets of each month.
•Working on rounded shift basis as International Customer service representative for a 3G telecommunication company which is the second in the UAE (du Telecommunications).
•The main responsibility is to handle customers inquiries and for Activation and Deactivation for new SIM cards which was a high responsibility in Xceed dealing and using new systems and software's like CRM applications and 3G system.
•Using and well trained on Siebel, BSCS and e-serve systems.
•Responsible for the work flow and call scenario for monitoring criteria and to improve our service quality provided to customer through the phone and it was the first call scenario which improve the service level and reach the target.
•Resolve customer's complaints and problems.
•Handling the outbound calls from our suppliers.
•Manage the communication and oversight the exports and imports.
•Participate and support the marketing department with monthly analysis which refers to the power of selling to go through the limitation of the products.
•Responsible for 5 stars hotel reservations and updating hotels prices and archive it in the companies' files.
•Responsible and in charge of important international conferences held in Egypt and in charge of the whole package which includes the flight tickets, accommodation, transportation, organize the meeting hall for the conference and to arrange the conference schedule for the attendees in addition to arranging scheduled trips to the ancient sites of Egypt.
•Responsible for historical programs to Egypt and to sell it to other companies and to foreign companies to increase the outgoing and ingoing tourism inside the company.
•Responsible for monthly reports for the company income for the outgoing tourisms files in addition to conferences report and customer satisfaction reports.
•Responsible for the visa section in the company to issue the visas responsible for the company groups and used to deal and make good relations with different embassies in Egypt like the German and British Embassies.
•Working in marketing department for the new programs issued by the company.
•Responsible for 5 stars hotel reservations and updating hotels prices and archive it in the companies' files.
•Responsible for historical programs to Egypt and to sell it to other companies and to foreign companies to increase the outgoing and ingoing tourism inside the company.
•Responsible for monthly reports for the company income for the outgoing tourisms files in addition to conferences report and customer satisfaction reports.
•Responsible for the pilgrim and minor pilgrim to Mecca including the whole package which includes the transportation, accommodation, flight tickets.
•Responsible for the visa section in the company to issue the visas responsible for the company groups and used to deal and make good relations with different embassies in Egypt like the KSA Embassy.
•Responsible for web site updating for any new programs or advertises related to our company.
Experience Certificate
Experience Certificate
Management Training and how to manage schedule, reports, work and responsibilities to achieve the goals of the company.
Leadership skills program and how to be a team leader responsible for a team consists of 16 members and how to reach all the goals and targets of the company with this team.
Train the trainer sessions and how to be a trainer who can deliver the training in a good and easy way for the new comers and how to understand all kinds of products and to prepare the materials and manuals used during the training.
GSM and 3G Training in du telecommunication company which is the second in the UAE in addition to Activation and De-activation training.
Customer service training and how to deal with customers and handle calls received from different customers all over the world in professional way which will reflect the image of the company.
Studying Japanese language for 4 years
Graduated from a high university in Egypt in guidance field which used to give and train all kinds of hospitality and dealing with guests in professional way.
Karate and swimming training and reached the black belt for Karate.
Graduated from a language school which used to teach all the basics of the English language and to study all materials in English language for 11 years.
