Customer service Executive
MTM
Total years of experience :17 years, 9 Months
Welcoming members and visitors to the gym and providing accurate information concerning programs. Provide exceptional customer service experience to all members, non-members and users of the facility. Enrolling new members and assisting current members with their queries. Greeting members and users of the gym as they come through reception. Checking in members and verifying memberships. Registering prospective members and guiding them to the correct person. Providing information on classes and availability. Handling questions about cancellation of membership. Ensuring that adequate stocks of information, packs and leaflets are available at reception for interested parties. Ensuring the safety and security of visitors, members and staff at all times and taking a responsible attitude towards maintaining the premises and facilities of the Fitness Centre.
Responsible on a daily basis for ensuring the smooth operation of the office and administrative functions, as well as providing support to the Deputy General Manager.
Present a professional, welcoming first contact to all clients, funders, vendors, board members, staff, media, etc. -by phone, In person and email Responsibility for development & implementation of efficient office systems.
Responsible for keeping office equipment maintained.
Responsible for organizational functions and general meeting support: including arranging, follow up calls, maintain office space schedules, securing food & supplies, coping +faxing.
Responsible for incoming & outgoing mail, shipping and receiving.
Manage files, record systems, office supplies & inventory
Am responsible for gathering and reporting on news and information. Keeps public informed about breaking news and ongoing events both domestically and internationally.
Gather information for news or human interest stories.
Specialize in covering the news in a certain field such as science, politics, or crime.
Work for daily or weekly newspapers & Magazines.
Write, edit, and revise body copy for articles.
Work on freelance projects for magazines, blogs, or newspapers.
Transmit news stories and photographs via satellite dishes that feed the information directly into computers.
Convert information into short news clips edited for broadcasting.
Report on specialized fields such as medicine, science and technology, politics, foreign affairs, sports, arts, consumer affairs, business, religion, crime, or education.
Motivating and inspiring the team to surpass their potential. Improving the team and facilitating the communication among the members of team. Exceeding and meeting departmental objectives, including conversion targets, and lead generation. Creating sense of ownership within the employees and resolving employee issues, if any. Encouraging, supporting, and motivating actively one’s peer team. Looking constantly for development as well as continuous improvement for the entire team. Monitoring, organizing, and coaching team on a day-to-day basis. Communicating the company’s purpose, core values, vision to the front employees. Ensuring that the employees follow their schedules properly as designed. Striving for new ways continually, to increase the opportunities of sales. Handling escalated calls, complaints, questions, and queries as necessary. Facilitating cross-functional communication within employees for improved working condition. Creating a conducive work environment for all the call center’s employees. Carrying out team meetings and actively participating in the monthly and weekly meetings. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
* In Customer service department From (Oct 2007 to Oct 2008 )
Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution, Attracts potential customers by answering product and service questions, Suggesting information about other products and services.
* Introduce Mobinil value added services and products.
* Handle escalation inbox
After one year I got promoted to be senior specialist and this gave me the chance to be transferred to many departments internally like Credit team, complain handling team and first class team
From ( Nov 2008 to Dec 2009 ) Joined the risk and credit team
My responsibilities include credit data and financial reports for our customers (Individual or Corporate )
Notifying them via calls or sms to remind them with the due bills and schedule the amounts upon their history .
Updating system with all the deals and promises in order to follow up on time .
Handling all roaming customers who out of pattern and take needed actions ( soft disconnect-suspension & realse) .
Set the reasonable credit limit for the new customer and gave them all needed information .
From ( Jan 2010 to Dec 2010 ) Joined the complaint handling team
To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process. To manage the resolution of customer complaints, within given timescales. To be the first point of contact for all customer related issues. To liaise with the client on a weekly basis and report on the level of customer complaint resolutions .
Also responsible for investigation, resolution and reporting of all customer related complaints. To input all complaints onto the Mears database, reporting and seeing through to completion. This will involve completing Client paperwork to ensure 360 degree communication. Escalate all unresolved issues/complaints to your line manager whilst keeping the Branch Manager and Business Partner informed at Branch level.
From (Jan 2011 to Dec 2011) Joined the first class team
Handling the high valued customers, VPS and celebrities in the community and this is required to have a Knowledge Retention, Attention to Detail, Flexibility, Friendly, effective communication skills, Calm Under Pressure, Speed And Creativity and this allows me to gain more experience and professionalism as well .
From (Jan 2012 to Feb 2015 )Joined the Training Team and Support HR department
My job is to Support the development of agents in Customer Service through the identification of individual development areas to drive performance across key KPI’s. Liaising with the Quality team/department to identify trends, giving to them full support and knowledge about our working process, giving them their ID and access applications, inform the new hired their job description in a written statement of the duties, responsibilities, required qualifications, and reporting relationships of a particular job. It’s based on information obtained through analyzing the job, an understanding of the competencies and skills required to accomplish needed tasks, and the needs of your organization to get things done
Also clearly identifies and spells out the responsibilities of their specific jobs also includes information about working conditions, physical demands, knowledge and skills needed, and relationships with other positions.
Company website: http://www.mobinil.com
Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
1. Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest
2. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
3. Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift.
4. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
Ensure that each potential and existing customer have a pleasant experience. Acting as an extension of the firm’s brand and core values, this task is accomplished by treating each customer in a courteous manner, greeting them and answering every question in a pleasant and efficient manner.
Sales: recommends the appropriate product or service. I may also ring up the purchase, operating a cash register, processing credit cards and issuing receipts.
Customer record: responsible for collecting all relevant customer data. This may include contact information, credit card or billing information, as well as detailed notes regarding the customer’s purchase history. This data is incredibly important, as it is often used by other areas of the firm, such as the marketing team, in an effort to generate future revenue through brochure mailings and other initiatives.
• Provide administrative and clerical support to departments or individuals.
• Schedule meetings and arrange conference rooms.
• Alert manager about cancelations or new meetings.
• Manage travel and schedule.
• Handle information requests.
• Prepare correspondence and stuff mail into envelopes.
• Arrange for outgoing mail and packages to be picked up.
• Prepare statistical reports.
• Manage spreadsheets.
• Greet and receive visitor.
My field of gradution is Accounting which has variously been defined as the keeping or preparation o