Omar Fasheh

Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; determining system improvements; implementing change.

Responsible of and monitoring the content (Online production) team members ( Content QA’s, Creative writers, translators, Photo-editors, Magento; events uploading team)

Creating yearly and monthly KPI reports and evaluation, Managing the MarkaVIP campaigns and online events according to schedule and standards.

Develops quality assurance plans by conducting analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.

Improves products content quality, investigating customer complaints; collaborating with management to develop new creative designs, and training methods.

Responsible for using the written word to express products contents. Create content using various multimedia formats that can be read or viewed on screen.

Conducts research to obtain factual information and authentic detail, utilizing multi-sources.

Job responsibilities:

1.Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.
2.Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document the interaction through contact tracking.
3.Provide quality service and support in a variety of areas including, but not limited to: billing, equipment, coverage and system troubleshooting.
4.Assist sales team with incoming requests for new services and facilitate a warm hand off to the respective account executives.
5.Partner with technical teams to coordinate truck rolls to the customers premise.
6.Maintain a balance between company policy and customer benefit in decision making.
7.Assist and/or own inventory tracking, order fulfillment, sales event preparation and other duties as assigned.
8.Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experience.
9.Responsible for compiling and generating reports as they relate to customer churn and inventory control.
10. Answer phones and respond to customer requests.
11.Sell product and place customer orders in computer system.
12.Provide customers with product and service information.
13.Upsell products and services.
14.Transfer customer calls to appropriate staff.
15.Identify, research, and resolve customer issues using the computer system.
16.Follow-up on customer inquires not immediately resolved.
17.Complete call logs and reports.
18.Research billing issues.
19.Research misapplied payments.
20. Recognize, document and alert the supervisor of trends in customer calls.
21.Recommend process improvements.
22.Other duties as assigned.