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Account & Contact Center Supervisor

Levenbert

البلد: الإمارات العربية المتحدة - دبي
التعليم: بكالوريوس, Accounting and Finance
الخبرات: 19 years, 4 أشهر

الخبرة العملية

مجموع سنوات الخبرة :19 years, 4 أشهر

Account & Contact Center Supervisor في Levenbert

الإمارات العربية المتحدة - دبي
أشغل هذه الوظيفة منذ يناير 2011

Accounts Handled
 Dubai Public Prosecution
 Hamdan Bin Mohammed e - University
 Ministry of Economy - Consumer Rights
 General Civil Aviation Authority
 Dubai Tennis Championship - Dubai Duty Free
 Global Village
 Dubai International Financial Center
 SAAED - Abu Dhabi Traffic Department
 Emirates Vehicle Gate ( Launching )
 Khalifa Funds

Project / Account Management
 Involved in the ISO certification of the DIFC.
 Managing a number of high profile and valuable contracts and accounts.
 Identifying the organizations needs and customer expectation
 Maintaining a good rapport between clients, customers and organizational heads and coordinate each other’s perspectives.
 Preparing, Analyzing and explaining to clients progress evaluation reports.
 Regularly liaising with clients to identify new business & needs
 Identifying potential clients and suggesting ways on converting them to loyal clients
 Consult clients on customer satisfaction and procedures to improve service level
 Regularly updating senior managers of progress or areas of concern.
 Resolving complaints with key account holders.
 Developing and maintaining relationships with clients.
 Attending Regular meeting with decision makers to improve workflow and provide suggestions
 Acting as key interface between clients and all relevant divisions
 Providing Reports and Root cause Analysis
 Identifying the client’s needs.
 Consult clients on customer satisfaction and procedures to improve service level

Contact Center Manager
 Manages day-to-day contact center operational aspect, and activities ( 15 Agents )
 Building a team that effectively supports client programs, products and services and resolve issues of team.
 Leading workflow distribution and floor management to ensure service levels are satisfied.
 Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
 Responsible for all staffing levels, scheduling, hiring and terminating
 Maintaining service level agreements / Scope of work
 Meet all organizational functions and standards for the call center, find solutions to improve the call center and increase profitability
 Implementing, reviewing and improving all call center policies, procedures and service standards
 Handle problem calls that employees cannot handle by following policies and procedures.
 Established higher call center standards by redesigning employee performance score cards & monitoring forms to capture essential qualities of high-level customer service.
 Implemented call center customer survey, resulting in valuable feedback for continuous improvement efforts.
 Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.
 Increased efficiency by playing a key role in the developing and training of CRM software system.

Customer Service & Telesales Supervisor - Customer Contact Centre في Genpact

الهند - جايبور
مارس 2007 إلى ديسمبر 2010

 Managing a team of Customer Service and Telesales Executives. (10 agents)
 Managed Customer Accounts, exceeding their expectations.
 Developed contact centre & customer service policies and procedures.
 Monitoring Customer Service Executives/telesales making sure Customer handling is up to the level.
 Monitoring outdoor sales performance and assisting them in reaching targets.
 Preparing KPI of Contact Center Agents & all Sales related reports
 Monitoring calls of agents to improve quality and minimize errors.
 Liaising with concerned departments /CEO making sure complaints are solved up to customer's satisfaction.
 Handling complex Customer Complaints.
 Setting targets & project plan to reach desirable outcome assuring speed and efficiency
 Responsible of generating leads..
 Implemented customer loyalty scheme and developed customer quality assurance
 Responsible of handling Continent Ad clients, discussing project plan and providing updates.
 Providing and implementing suggestions for cost cutting of Contact Centre.
 Responsible of maintaining an up to date data and improving the ERP.
 Preparing after Sales Satisfactory Surveys and assuring it is conducted properly by agents.
 Handling six publication projects assuring each is finalized as per time and quality set.
 Involved in staff recruitment and appraisals.
 Reviewing staff performance, Identifying staff training needs and planning training sessions to deliver high standard of customer service
 Motivating and retaining staff as well as developing, implementing and reviewing core responsibilities.
 Maintaining an up to date knowledge of industry developments.

CRM In Charge - Customer Contact Centre. في ST Infosys Ltd

الهند - جايبور
يناير 2005 إلى نوفمبر 2007

 Supervising the day-to-day operation of the call center to reach desirable outcomes.
 Monitoring agents, making sure surveys are conducted up to the level and assuring calls are answered appropriately and as per time set by management.
 Conducting interviews of new candidates for related CRM vacancies.
 Training new candidates on telephone skills, customer handling, complaint handling and survey conducting.
 Negotiating and providing suggestions on implementation of CCC system to be used.
 Preparing job plan for agents to make sure target reached on related jobs. (Surveys, Test drives claims etc...)
 Evaluating, discussing and helping agents in performance appraisal.
 In charge GM Difference CRM projects. Liaising with Department managers to make sure projects are completed up to the quality and time set.
 Receiving calls and meeting customers making sure to solve their complaints and exceed their expectations.
 Following up with people in charge to assure all complaints are handled and solved.
 Following up with sales team making sure all GM leads are contacted to meet their inquiries.
 In charge of reporting sales related documents to manufacturer (General Motors) accurately.
 Conducting Sales Satisfactory Surveys and preparing final outcome report.