Mozoon ALHees

Create/update/develop policies and procedures for the departments

Create/update the manuals of policy and procedures (template, policies, procedures, processes maps, KPIs, RACI Matrix, Forms) for all TTC’s departments

Reviewing and improving processes and service levels as part of continuous improvement

Prepare Quality performance reports and presentations

Develop Quality Management System (quality policy, process, and objectives) with KPMG “consultant company”.

• Crated the first IVR structure for call center(structure tree, text, coding).
• Trainer for call center staff and prepare training Materials.
• Analyze and summarize customer issues in order to prepare appropriate solutions and develop tools and processes to increase customer satisfaction.
• Deliver prompt and professional answers and solutions for customer inquiries by created FAQs sheet.
• Responsible of Develop/Update policies and procedures for the department
• Responsible of create campaigns for customer service.
• Responsible of Preparation and analysis of performance reports.
• Quality evaluation of incoming calls and prepare the evaluation form.

Answer customer's inquiries and solve their issues

data entry