CS Team Manager
Amazon
Total years of experience :18 years, 8 Months
N/A
Revamp for the quality scoring sheet based on COPC standards.
Conducting Soft-Skills training to improve the agent's talents.
Coaching the agents to achieve customer satisfaction.
WBR with the vendors, ensuring that they are meeting the values of the company.
Highlight the root cause of the complaints - Leakage and report the touch points.
Minimize the process gaps by offering recommendations.
Analyze CSAT Scores and recommend solutions
Owner of VOC Project by analyzing the raw data and report to the concerned department (Process, System, Outage, Sales, Etc..)
Filling the gaps across the queues when it comes to knowledge/system,
NPS Analysis highlighting the major issues behind the detractors and passive customer for better solutions.
Monthly Analysis on call drivers to reduce those call types and recommend it to the client.
Ensured that the site is committed to Service level by laising between Realtime management & Operations.
One stop shop agent to solve and answer high value customer's queries (Billing and Technical)
Fully Trained for Apple and blackberry Mobile devices and other software TBS (Android, Symbian and windows Phones)
Remote support by Log Me (Valid License) In for the UK and Ireland customers.
Supporting all mobile connectivity Issues (Mac, Notebooks, Mifi, Suresignal, etc....)
Handling escalations
Trained for samsung home appliances products (Refrigerators, Vaccum cleaners, dispensers etc, ...).
Answering customer queries for the calls routed from UK.
Increasing the sales rate by 25% for the excursions and limousine service while dealing with customers face to face.
Tour Leader responsible for the guests, starting from their arrival till they depart the country.
Supervising a team consists of 5 drivers and enhance the transportation services provided by the company.
Financially responsible for delivering the weekly income to the HQ office.
Book airline tickets using Sabre travel network (Certified)
Entering the data gathered by the mystery shoppers to the system to be analyzed.
Being a mystery shopper for Americana (Pizzahut, KFC, etc...)
Trained to asses the shops that they are meeting the highest standards.
Yellowpages.com campaign that is affiliated with google advertising.
Outbound calls initiated to US residents to show the power of online marketing rather than that of the word of mouth.
Being one of the top performance inwhich i joined OJT class for managers.