Account Manager-contact center
Roads And Transport Authority
Total years of experience :15 years, 1 Months
Managing the contact center operations including (inbound, outbound, Email, chat and social Media).
Evaluating the operations numbers including (C-Sat, E-Sat and Quality) to ensure that the operations are on the right track. Setting action plans to develop my team and to enhance the operations numbers.
Determining quality assurance benchmarks and set standards for improvement.
Creating clear and effective policies governing all aspects of employee work and interaction with customers.
Developing employees within call center to take over leadership positions.
Working well independently and on a team to solve business problems.
Manage Operations for Motor and Medical insurance
including Sales and customer services.
Evaluate the call center and the sales numbers.
Set action plans to improve the C-sat and increase the sales Organized and prioritized work to complete assignments in a timely, efficient manner.
Worked in collaboration with other team members to achieve success.
Created clear and effective policies governing all aspects of employee work and interaction with customers.
Developing employees within call center to take over leadership positions.
Worked well independently and on a team to solve business problems.
I have started my work as a Customer service representative and i have been promoted 4 times during my journey at teleperformance and my last responsibilities was
Managing
Evaluating
Set action plans
Related to the Operations and planning Teams for Du Telecommunication
UAE and Western Union USA & Canada Contact centers, Operation Team: contains 8 team managers with average 15 employee under each manager
working with 8 languages in 2 countries including (Sales, customer
services, technical support,
Front office, Back office)
Builds business by identifying and selling prospects; maintaining relationships with clients.Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.Sells products by establishing contact and developing relationships with prospects; recommending solutions.Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors.Prepares reports by collecting, analyzing, and summarizing information.Maintains quality service by establishing and enforcing organization standards.Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.Contributes to team effort by accomplishing related results as needed.