Team Leader
Planet Tax Free
Total years of experience :4 years, 7 months
Reporting directly to the Head of operation.
• Handle day-to-day problem resolution, escalating to higher levels as required.
• Investigate complaints which received from call center and reviewing and assessing documents, telephone or mail contact with complainants
• Responsible for complaints resolution, investigation, and reporting of all customers
• Staff levels were maintained by analyzing manpower, turnover and vacancy numbers
• Responsible and accountable for frontline shift deployment, logistics, transportation, routes plane, and attendance
• Responds to and resolves employee relations issues expressed by team members.
• Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
• Manage team performance and responsible for the overall development of the team.
• Ensure the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made by quality team
• Building and maintaining strong relationships with the stakeholders, suppliers, retailers, across all areas
• Oversee the management of ROTA’s, Leave and duty allocation of the teams.
• My operations team consists of over 20+ customer service executives and 4 shift leaders across 6 refund points
• provided performance feedback of staff on shift to their respective line manage
• Manage team performance and responsible for the overall development of the team.
• Mentored lower performing team members to raise expected company metrics.
• Drives continuous performance improvement for business results
• Dealing with Customer enquiries Through Phone and email.
• Leads and directs the workforce in problem identification, problem solving and implementing continuous improvement measures.
• Responds to and resolves employee relations issues expressed by team members.
• I ensured that staffs were groomed as per AUH Airport standards and requirements.
• managed all staff uniform/safety PPE issues to ensure Company’s uniform and safety standards were complied.
• Addresses disciplinary and/or performance problems according to company policy.
• Assign duties, responsibilities, staff roster and leave records of assigned teams
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
• forecasted potential operational issues such as manpower shortages or equipment
• breakdown / maintenance and ensured sufficient availability of resources
• supervised team to handle all our customers efficiently and in compliance with work instructions, SOP's and service standards.
• Achieved the KIOSK deployment projects at Abu Dhabi Airport T1 & T3, Ghuwaifat Border, Cruise Terminal
• Building and maintaining strong relationships with the team and stakeholders across all areas
• Successfully launched Humanity to monitor and manage employee Time & Attendance by rolling out the clock in / out and break management restriction to Tablets at work locations.
• Increased Card Refund sales above the target from 40% to 74% at AUH Airport
under Anti Money Laundering rules, Policy & procedures of the company
•Handling branch cash.
•Prepares payments by verifying documentation, and requesting disbursements.
•Collecting and auditing all documents.
•Identifying damaged, mutilated, altered & counterfeit money that is not legal tender
•Carrying out a range of banking activities and transactions on behalf of customers with the primary focus on providing a high standard of service
•Dealing with the individual & corporate clients.
• Dealing with Customer enquiries Through Phone and email.
•Help our Customers by offering them the better product matching their needs and enhanced opportunities for them.
•Maintains customer confidence and protects operations by keeping financial information confidential.
•Buying foreign currencies according to customers’ orders.
•Attends all telephone calls received from customers & branches for & special rates.
•Provide the updated transfer rates to the company branches.
•Verify & approve the Instant Transfer, Telex Transfer & Global Instant Transfer of all our agents depend on the credit limit engagement.
