Customer Service Representative and Social Media Executive (temporary contract)
Ministry of Environment and climate change
Total years of experience :2 years, 10 Months
- Responded to client inquiries via email, social media, and phone, achieving a 95% customer satisfaction rating and reducing response time by 30%.
- Proactively followed up with customers and resolved their complaints in a timely manner, resulting in a 90% decrease in unresolved issues and a 95% customer satisfaction rating.
-Continuously crafted management reports utilizing Excel for data analysis, Word for detailed documentation, and PowerPoint for clear presentation, ensuring accurate insights and facilitating informed decision-making processes.
- Monitored and analysed public interactions across social media (Twitter, Instagram, WhatsApp, Facebook) platforms pertaining to the Ministry of Environment, tracking sentiment, identifying emerging trends, and providing actionable insights to optimize communication strategies and address public concerns effectively.
- Managed the end-to-end staffing process, from recruiting and interviewing to hiring and onboarding, implementing best practices to attract top talent, streamline selection procedures, and facilitate smooth transitions for new hires into the organization.
-Ensured the health, safety, and welfare of all employees.
-Assisted the organization in achieving 95% compliance with all applicable laws, reducing legal risks and ensuring regulatory adherence.
-Administered comprehensive training sessions to new hires, resulting in a 25% boost in skill proficiency within the initial two weeks of employment.
- Conducted exit interviews and termination meetings as needed, ensuring employees' voices were heard and valuable feedback was collected. Implemented efficient processes to understand reasons for departure, aiding in organizational improvements.
- Manages employee payroll, compensation, and benefits, as well as end-of-service computation, leave settlement, and HR request payments with a 98% accuracy rate. Implemented streamlined processes resulting in a 20% reduction in processing time, ensuring timely and error-free financial transactions.
Communicated with customers to resolve issues or concerns regarding products or accounts, such as opening new accounts or transferring funds between accounts, resulting in a 90% issue resolution rate and a 15% increase in customer retention over the past year.
Answer questions about account types and banking products, such as mobile banking, loans, and credit cards.
Assisted banking customers who are victims of fraud, theft, or identity theft, ensuring swift resolution and support,
resulting in a 90% resolution rate for reported incidents and a 15% increase in customer trust and loyalty.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure.
Identify the needs of various customers, clarify information, embark on necessary research, and provide lasting
solutions to customer’s problems.
Ensured all tasks meet regulatory rules and followed company policies, resulting in flawless compliance and successful regulatory audits.
➔ Working as a customer feedback management supporter for QNB
which is cooperating with Ooredoo to provide Mobile Money Payroll service (one of Ooredoo's financial services)
➔ Provide accurate, satisfactory answers to Client queries and concerns related to Ooredoo money services, such as local, and international transactions, and employee payroll services.
➔ De-escalate situations involving dissatisfied customers, offering customer assistance and support.
➔ Guide callers through troubleshooting, navigating the company site, or using the products or services.
➔ Maintains updated knowledge of various marketing/ promotion strategies offered to our customers.
➔ Working closely without exchange partners Aldar Gulf Exchange, AlZaman Exchange, and Arabian exchange.
➔ Identifying ways to improve processes and the customer experience, surfacing problems early to team managers, and being creative in proposing solutions.
➔ Review client accounts, providing updates and information about their balance or accounts status.
➔Assist in the organization and conduction of new sta orientation.
➔ Assist in the recruitment process and hiring.
➔ Assists with the administration of the day-to-day operations of the Human Resources functions.
➔ Prepare recruitment and new-hire packets.
➔ Help the new candidates to pass through their hiring process.
➔ Forming and maintaining employee records.
➔ Follow with other departments to get the documents approved.
➔ Performing in-person and phone interviews with candidates and following up on the interview process status.
➔ Updating employees databases, such as sick
leaves.
➔ Assist in the organization and conduction of new staff orientation.
➔ Renewing company policies and legal compliance.
Relevant Coursework: Project Management- Qatar Employment Law-HR analytics and benchmarks- Advanced Research -Leadership & change management
Relevant Coursework: Human Resources Management-Finance Accounting- Marketing- computer Application- Recruitment& Selection- Training & Development- Business Research- Organization Behavior
Diploma