Accounts Executive
Delta Marketing Company
Total years of experience :8 years, 6 Months
Accounts Executive
Delta Marketing Company
Industrial Zone
Jeddah
July 2012 - To date
Duties and Responsibilities
• Ensuring the accuracy of all the checked invoices and entering into the system
• Preparing the financial statements monthly basis for sales and customer transaction monitoring
• Reporting to the chief accountant on the performance evaluation
• Meeting targets on the schedules on reporting
F&B Coordinator
Elaf Jeddah Hotel
Red Sea Mall
(Mar 2011 - July 2012)
Duties and Responsibilities
• Motivating and inspiring the team to surpass their potential.
• Improving the team and facilitating the communication among the members of team.
• Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
• Creating sense of ownership within the employees and resolving employee issues, if any.
• Encouraging, supporting, and motivating actively one's peer team.
• Looking constantly for development as well as continuous improvement for the entire team.
• Monitoring, organizing, and coaching team on a day-to-day basis.
• Ensuring that the employees follow their schedules properly as designed.
• Coordinates activities of workers engaged in F&B activities.
• Observe and evaluate the performance of the workers.
• Trains and instructs all employee's under my care.
• Supervise and coordinate all the activities of workers engaged in the given department
• Observes and evaluates the performances of the employee's that is under my direction.
• In charge of planning, preparing and devises work schedules, according to the workloads.
• Always make sure proper adherence is maintained within the department.
• Issues instructions and assigns duties to workers.
Customer Service Executive
Team Leader
Airtel (Timex BPO)
Watala
(Jan 2010- Feb 2011)
Duties and Responsibilities
• Maintain professional working relationship with internal and external customers, customer service management and colleagues.
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.
• Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum of 98% accuracy rate.
• Perform quality on work processed.
• Report workload statistics as required.
• Provide flexible support for team members and other teams and foster a positive and motivating environment.
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers' queries are investigated and resolved, escalating issues if appropriate, to the Team Manager.
• Support decisions made by management and conveys positively to team members and other customer service locations.
• Participate in workshops that challenge the standard process within APAC or in the global customer service environment.
• Assist Team Manager and the Management with any special projects assigned
• Demonstrate a positive and flexible approach to changing business priorities.
• Motivating and inspiring the team to surpass their potential.
• Conduct gatherings in business requirements and analyse activities to facilitate continuous improvement.
• Report to local management on progress of selected projects.
• Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets.
• Creating a conducive, work environment for all the call center's employees.
• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team to assist team with day to day operations.
Customer Relation Executive
Dialog Telekom (PLC)
Colombo 02
(Oct 2007-Dec 2009)
Duties and Responsibilities
• Maintain Customer focus at all times and respond to customers' inquiries (direct, E-mail, Phone and fax) using the best practice guide lines.
• Work within the agreed service levels, striving to exceed customer expectations wherever possible.
• Exceed productivity standards; such as overall accuracy; maintaining service level of agreement; backlog management of departmental and individual markets and maintaining daily statistics.
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers' queries are investigated and resolved, escalating issues if appropriate, to the Team Manager.
• Assist Team manager and management with any special projects assigned and provide backup to team leader when necessary.
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary.
• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team to assist team with day to day operations.
• Maintain professional working relationship with internal and external customers, customer service management and colleagues.
• Support decisions made by management and conveys positively to team members and other customer service locations.
• Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum of 98% accuracy rate.
• Perform quality on work processed.
• Report workload statistics as required.
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge skills as appropriate.
• Provide flexible support for team members and other teams and foster a positive and motivating environment.
• Demonstrate a positive and flexible approach to changing business priorities.
• Assist in gathering business requirements and analysis activities to facilitate continuous improvement.
• Participate in workshops that challenge the standard process within APAC or in the global customer service environment.
• Identify and escalate recurring or consistent problems with systems functionality.
• Assist in documenting any requirements information and process maps clearly and to the agreed standards.
• Report to local management on progress of selected projects.
Team Leader
Rapido (Pvt) Ltd
Colombo - 02
(April 2007 - Sept 2007)
Duties and Responsibilities
• Motivating and inspiring the team to surpass their potential.
• Improving the team and facilitating the communication among the members of team.
• Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
• Creating sense of ownership within the employees and resolving employee issues, if any.
• Encouraging, supporting, and motivating actively one's peer team.
• Looking constantly for development as well as continuous improvement for the entire team.
• Monitoring, organizing, and coaching team on a day-to-day basis.
• Communicating the company's purpose, core values, vision to the front employees.
• Ensuring that the employees follow their schedules properly as designed.
• Striving for new ways continually, to increase the opportunities of sales.
• Handling escalated calls, complaints, questions, and queries as necessary.
• Facilitating cross-functional communication within employees for improved working condition.
• Creating a conducive, work environment for all the call center's employees.
• Carrying out team meetings and actively participating in the monthly and weekly meetings.
• Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets.
Customer Care Executive
Shard Phone Company
Colombo - 04
(Sept 2005 - Mar 2007)
Duties and Responsibilities
• Delights customers, above and beyond the call of duty.
• Intimate knowledge of the customer's needs.
• Show empathy for the customers' situation.
• Able to communicate clearly, both written and in verbal.
• Has a "thick skin" and is able to handle complaints, even when handling unpleasant customers.
• Handles in the best interest of both customer and company.
• Is able to use automated information systems to analyze the customers' situation.
• Suggest improvements to the various communications by the company (e.g. website, FAQ, etc)
• Has a pleasant, friendly style.
• Builds a long-term relationship with the customer.
• Successfully completed Diploma in Computing. • G.C.E Advance Level 2005 Accounts C - Credit Pass Economics S - Ordinary Pass Business Studies S - Ordinary Pass • G.C.E Ordinary Level Islam A - Distinction Pass English Language A - Distinction Pass Social Studies C - Credit Pass Commerce C - Credit Pass English Literature C - Credit Pass Sinhala Literature S - Ordinary Pass Mathematics S - Ordinary Pass