Mohammed Munir

Quality Analyst at Road and Transport Authority(RTA)

• United Arab Emirates - Dubai
• My current job since December 2017

-Responsible for monitoring Agents calls on daily and monthly bases.
-Evaluating agents and team leaders both live and recorded calls
-Conducting Training and coaching to improve agent/team leader’s performance
-Conducting internal Mystery shopper to make sure all agents are following the departments Quality standards
-issuing preventive and corrective actions
-Internal delegate to team manager
-Handling higher Escalation complaints and giving the most efficient resolution.
-Conduct Soft skills sessions to improve the Weakness of the agents
-Conduct the needed briefing to the agents on any new process, products, services, updates or promotions.
-Providing leadership, management and guidance to all Call Center staff.
-Coach, Motivate, recognize and take action with the call center agent to ensure the delivery of the best customer experience.CAP, PAP

Lecturer at Road and Transport Authority

• United Arab Emirates
• My current job since August 2017

Presenter

• January 2016 to January 2017

During internship got knowledge about
•Computer Networking LAN&WAN
•Routing & Switching
•Internet service provider
SKILLS & CAPABILITIES OFFERED
•Troubleshooting routine problems and maintenance of different networks.
•Installing various applications and program for end users.
•Proficient in using following computer operating systems (OS):
•Microsoft distributions i.e. XP, 7, 8 and 10.
•Proficient in using following computer applications:
•Microsoft Office & Open Office (Word, Excel,

at Pakistan Tele Communication Limited (PTCL)

• to January 2015

During internship got knowledge about
•Multimedia broad band
•Wireless
•Internet service provider
I.T CENTRE AND DATA BANK (University of Agriculture Faisalabad)