Customer care quality Assurance
MTN Sudan
Total years of experience :17 years, 7 Months
• Contribute effectively in departmental business strategy and an annual plan in Quality Assurance& continuous improvement department.
• Conduct annual mystery shopping program and budget as well as controlling our budget according and aligned to the company vision and mission.
• Contribute effectively in executing department annual review for customer experience PPP, coordinate with communication section to improve business flow.
• Generate daily & monthly observation for CEX, Sale &Distribution, Social Media Agents to insure they are providing highly standard service.
• Prepare Weekly statistic and monthly dashboard and this will keep close follow-up with my team, and it enhance the alignment and work efficiency.
• Assist in identifying agents weakness & training needs then work closely with management, agents to fill this gabs through calibration session or needed trainings
• Contribute to archiving PPPs, boost documentation and prepare reports as needed.
Solving customer complaints professionally within the agreed SLAs. Executing, cancelation of service upon customer request.
Advisor for a new employee.
Generate daily & monthly indicator report. Back Office Acting supervisor
● Call Center &Telemarketing Representative
● Answer & deal professionally with customer inquires & Complaints
● Promoting and selling company’s new products
● Advisor for the new employees
● Generate the daily operations report & send it to marketing & technical Team
● Telemarketing acting supervisor (During supervisor absent)
Master degree in Business administration
-Environmental Studies & Renewable Resources Faculyt of scince -El Neilain University-2nd Honor