Clinic Supervisor - Radiology
Burjeel Hospital
مجموع سنوات الخبرة :22 years, 9 أشهر
Operations Management, Quality Assurance, Client Relations, Vendor Relations, Management Reporting (MIS), Strategic Planning, Project Management, Reengineering, Continual Process Improvement, Audit Facilitation, Training, Team Management, Problem Solving, Business Proposals, Solution Design
➢ April 2011 Till March 2013, Team Leader - Client Services, National Bonds Corporation.
Customer Delight
• Perform daily/weekly/monthly Quality call scoring for the team.
• Close daily monitoring on all CSV lines to ensure contact centre SLA's achievement.
• Facilitate obtaining information on NBC products & services in a fast & accurate approach.
• Provide instant support to the CSO's through efficient daily floor management
• Organizes shifts, approves changes for individual CSO's, checks that adequate cover is available for anticipated call volume and, if necessary, calls in additional support advising the Customer Service Manager where appropriate.
• Checks on availability of the Call Centre technical facilities, including all telephone lines, computers equipment and the reservation system. Calling for technical support when necessary.
• Continuously report progress to the management on the team's performance.
• Participate effectively in improving retention rates through close monitoring on redemptions requests processing and staff efforts towards retaining NBC customers.
• Coordinate with internal and external customers as necessary.
• Familiarize the team with the customer needs, specifications, business targets, the development process, NBC standards, techniques and tools to support task performance.
• Provide necessary business information (reports, cases)
• Escalate issues which cannot be resolved within assigned authorities.
Up-selling & Cross-Selling
• Monitor the daily/weekly/monthly targets of the team members & provide feedbacks.
• Ensure implementation of referrals generation behaviour.
• Ensure proper leads assignment to internal departments.
Team Management
• Coaches CRO's, monitors their performance and arranges training where needs have been identified. Pays particular attention to the standard of Product Knowledge which agents possess, ensuring that they are all thoroughly familiar with the latest range of products and services.
• Prepares staff's development plans.
• Conduct staff quarter/yearly performance reviews and appraisals.
• Conduct regular team meeting in order to share business/department progress.
E-Channels Support
• Support all team initiatives towards NBC e-channels enhancement.
• Encourage the culture of promoting NBC e-services internally & externally.
➢ January 2011 Till March 2011, Customer Services Support & Helpdesk Supervisor, National Bonds Corporation.
• Preparing records for all international/local bank transfer requests for customers & co-ordinating with finance department to facilitate transfer requests.
• Managing all locked accounts cases & contacting customers for missing documents then archive files.
• Receive all kind of customers', Organizations' & Governmental Authorities' queries then forward them to the concerns or reply them on daily basis.
• Constantly seek ways to improve delivery methods and enhanced methods of customer service delivery.
• Achieve sales targets by promoting e channels such as credit card, bank transfers, SI's through various customer e-interaction platforms.
• Ensure that all customer query records are properly filed or archived, and reports are generated on monthly basis, Prepare bi-annual analytical report for trend analysis and having no audit finding due to absence of records, reports or procedure.
• Maintain records & reports up to date.
➢ February 2008 Till January 2010, Customer Services Agent, National Bonds Corporation.
• Taking calls from existing and potential customers, suppliers and others to respond to their enquiries regarding the services and products of National Bonds
• Complete bond details, prepare change of details, issue e-bonds orders upon request and complete the redemptions form when needed.
• Confers with customers by telephone in order to provide information about products & services, take orders, redeem bonds and obtain details of complaints.
• Determines charges for service requests in the case of redemption and collect payments.
• Obtains and examines all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions.
• Refers unresolved customer grievances to designated department CRU for further investigation. Resolves customer's service or billing complaints by performing activities such as bond redemption and seeks approval of the Team Leader where appropriate.
• Checks to ensure that appropriate changes were made to resolve customers problems
• Keeps record of customer interactions and transactions, recording details of enquiries, complaints and comments, as well as actions taken.
• Gather information regarding customer's needs, trends developing and other data which may be of interest to Marketing & Sales departments and feeds it back through the Team Leaders.
• Meet the monthly targets (sales calls, quality and punctuality) to reach the maximum level of productivity.
• Understand the real call centre concept activities and work towards achieving them..
Manage Staff Performance.
Appraisal Management.
Quality Control.
Implementation of Excellence Certifications
➢ September 2001 - March 2004 System controller of Underground car parking, Abu Dhabi Municipality
Customs Clearance
Billing
Sales & After Sales Progress
Storing
(Completed 3 years in Computer Engineering)
Completed 3 years in Electronic Engineering