Customer Service Representative
Careem FZ LLC
Total years of experience :18 years, 4 Months
Handling day to day operations pertaining to bookings for Ground Transportation (Limousines and Chauffeur Services.
Coordinating with the Drivers to make sure they are on time with zero tolerance on delay.
● Process Improvement
● Operations
● Call Handling
● Quality and Audit
● Customer Service
Moved to the Pilot Project Of Google Emerging Markets as a Geo Specialist.
Role & Responsibilities
● Created the Training Documents & Quick Reference Document for Processes like Google Maps, Google Places.
● Worked closely and Analyzed were the process can be improved and productivity can be enhanced so there after updated the FMEA(Failure mode and effects analysis)
● Contacted SMB’s for business proposal Via Telephone & Email and was the first point of contact to send the required documents in getting the prospect approved with us for countries like Indonesia, Brazil, Thailand and India .
● Called upon SMB's for G+page and Yellow Pages Verification (Meta Qc)
● Worked On Google Places for Business (Nairobi/ India)
● Met all the SLA's for the processes worked on individually with a quality of an average score of 98% and above. Believes in best sharing practices and tries to inculcate the same collectively with the team.
● Created the work flow documents for Google Places
● Part of the QC Team & Mentor Mentee Program and mentoring a team of six associates to bring them up the learning curve related to the process this includes working with them closely in terms of Productivity, Team building, Quality and Communications.
Provide information to customers with elite customer service in regards to all the banking products over the phone
Help the privileged customers on information with their accounts and other banking products
Worked as a Process Developer / Subject Matter Expert (SME) for “Multi Clients RCF (Collections)
•Handling all supervisor calls and customer complaints.
•Coordinating with the leadership to communicate process updates, change in operating procedures, compliance updates and designing roster for effective seat utilization for the portfolio to achieve maximum results are my key responsibilities.
•Handling New Training Batches in Training and Operations.
•Handled Eight SME Batches (new hires) to bring them up the learning curve.
•Six sigma caller with ‘zero’ defects in call quality.
• Handled team responsibilities including Time Track, and Leave Management
• Monitored calls and gave Call Quality feedback to agents