Quality Assurance Team Lead
Digital Works
Total years of experience :20 years, 6 Months
*Supervising Agents through daily tasks and evaluating their performance in order to upgrade their skills.
*Preparing analysis and statements to mark the departments` performance against needed targets.
*Meeting customers to handle their issues and following up with them to provide the best image of the service quality as for my department and company.
*Coordinating with the site management to handle the customers' requests and the needed supplies to close the process.
*Closing the sales of my agents and the upgrade deals.
*Handling the Customers’ issues (Programming - Billing - Service activation).
*Maintaining Average Handling Time, AHT, for calls and Customers Satisfaction.
*Achieving Sales Target and Sign in duration on daily and monthly basis.
* Managing the relationship between the company & its clients by guiding them -contracts signing process, solving issues, and providing the latest updates- to establish a long-term strong relationship between both sides in order to support the sales team and accomplish the best image for my company.
*Linking the customers -and all the departments that may concern them and fulfill their needs to reach the maximum level of service satisfaction.
*Preparing statements of the projects management to perform the requested choices of the clients in the decoration of their Units.
*Supervising the Gulf branches of the Company (Mainly: Kuwait - Riyadh - Jeddah - Bahrain) by reporting and feeding back all updates about the client’s status as well as feeding back the different departments and linking them to the branches.
*Performing the full selling process with sales presentations leading to the contract signing step.
*Act as a point of escalation at the Head office for customers’ complaints and providing possible diverse solutions.
*Preparing sales contracts.
Faculty of Law