Nagham Abdulrahman

Head of contact center at Abudhabi ports

• United Arab Emirates - Abu Dhabi
• My current job since October 2018

Call Center Supervisor at Department Of Finance

• United Arab Emirates - Abu Dhabi
• March 2014 to September 2018

RESPONSIBILITIES:
 Monitoring random calls to improve quality, minimize errors and track call center staff performance using CISCO Finesse System.
 Keeping an accurate record of all call center information and performance statistics.
 Prepare the weekly and monthly reports of the call Center in terms of both quality and quantity perspectives.
 Escalating issues to line managers when necessary.
 Schedule and manage employee time to achieve optimum coverage.
 Conduct monthly evaluation for the agents in order to improve their performance.

Help Desk agent at Department of finance

• United Arab Emirates - Abu Dhabi
• September 2010 to February 2014

RESPONSIBILITIES:
 Responded to open Incident or Request tickets via phone or email.
 Using the HP ticketing system to organize and follow up with requests from clients through phone and email.
 Ensured quick resolution of user concerns and escalated more complicated support issues to senior helpdesk representatives and field service engineers.
 Call back the user to ensure that we solved their problem and they are satisfied.

Customer Service at Daman

• United Arab Emirates
• January 2008 to January 2009

RESPONSIBILITIES:
 Dealing with customer face to face.
 Fill the application of the customers with their personal details.
 Collect the customer’s passport and ID to fill the application with their details.
 Arrange for the contract of the insurance card to be signed by the customers.
 Help the customers with their complains and solve the problems in polite and professional way to reach the company goals.

Administrative Assistant at Abu Dhabi Islamic Bank

• United Arab Emirates
• September 2007 to January 2008

as a replacement of the HR admin assistant