Kitchen Installation Team Leader (Aftersale)
ABYAT
Total years of experience :8 years, 8 Months
1. Final Measurement:
Ensuring site readiness for installation
Making sure the design reflects actual measurements
Making sure the quoted material matches actual requirements
2.Material Management:
Visiting sites before installation to ensure their readiness
Confirming the availability & delivery of required material to the site before the agreed installation date
3. Kitchen Assembly & Quality Assurance
1. Assembling carcass, doors, accessories and appliances in the staging area to ensure a smooth pick-up and delivery process.
4. Countertops fabrication:
Monitoring the fabrication of Corian and granite
countertops according to the design measurements
5. Delivery & Installation
Ensuring the timely delivery of materials and the quality of installation.
6. Admin Work
Managing and reporting the performance of (9 teams of 3) in addition to five officers
Distributing workload and preparing the schedule according to: (Areas, kitchen sizes, number of kitchens)
Achieving the monthly billing and delivery targets
Meeting the satisfaction survey Target 95%
Synchronizing workflow on the floor with the system (SAP), updating input as deemed necessary
Ensuring high customer satisfaction levels and getting the sign off
Reporting the outcomes and problems to the management
Contact Center:
I am proud to be one of the establishers of ABYAT’s contact center, and I have held many positions there, as follows:
Contact Center Team Leader (2ndPromotion)
Responsible for managing all contact center functions:
1. Inbound:
- Receiving complaints suggestions & Inquiries through calls, website & social media
2. Outbound:
- Calling customers to understand the level of their satisfaction and to fufill customer satisfaction surveys
- Coordinating with the Marketing team to announce new promotions via SMS to our database of customer numbers.
3. Help Desk:
- Receiving complaints from calls, social media, showrooms & surveys.
- Conducting root cause analysis sessions to solve & avoid the recurrence of problems.
- Holding meetings with other departments to discuss & solve problems.
- Monitoring contact center employees in terms of maintaining a certain level of performance standards & ensuring the timely delivery of assigned tasks.
- Supervising the quality of calls & services.
Planning a flexible attendance schedule based on the work load & seasons.
- Reporting the team performance, representing them & communicating their concerns with the management.
4. Quality Control:
- Listening to recorded calls to check their quality and make sure that my team is complying to the company rules and regulations while maintaining a high standard of service.
5. Meeting our KPIs:
Monitoring the number of abandoned calls
Achieving 98% customer satisfaction level
Help Desk Officer (1st promotion)
- Attending the Operations Director’s meetings to discuss frequent problems
- Taking actions & forwarding problems to respective departments.
- Escalating problems to the management in case they were not solved by concerned department heads.
- Reporting the findings of calls, surveys & complaints to the management.
- Sending SMS about the latest promotions to customers.
- Preparing attendance schedule
- Creating scripts for Outbound Officers
Outbound Officer:
- Calling customers to understand and evaluate the level of their satisfaction with our services.
calling customers to understand and evaluate the level of their satisfaction with our services.
This training course lasted for 2 months and included Software and Hardware maintenance in addition to Network Configuration.