رشاد ضياء

Supervising call center operations and agent readiness to
ensure full coverage.
Supporting agents with escalations and handled difcult
customers professionally.
Monitoring call quality and performance, providing regular
feedback.
Managing website and social media responses promptly.
Preparing daily and monthly reports on performance, calls,
and customer satisfaction (CSI/NPS).
Coordinating with IT to resolve system issues and maintain
smooth operations.

I am responsible for managing the ofcial email of our company, ensuring that all incoming messages are properly
handled.
I coordinate with our IT department to address any system-related issues, ensuring smooth communication and workfow.
Extract after sales data from SAP for following up surveys and distribute them to Colleagues.
Handling Toyota Website backend (Complaints & Sales Leads) using SAP.
Make follow up CSI / NPS analysis and call center activity reports.
Handle sales & maintenance complaint calls and act accordingly.
Promote maintenance appointments to the customers.
Report any irregularities to the CR supervisor as per the work sequence sheet.
Update Customer and Vehicle information in the Database.
Customer-focused professional with experience in after-sales service, customer relationship management (CRM), and data analysis. Skilled in handling customer complaints, sales leads, and follow-up surveys to enhance customer satisfaction and loyalty. Experienced in CSI/NPS analysis, call center reporting, and promoting maintenance appointments. Adept at managing customer and vehicle databases, ensuring accuracy and efficiency. Strong background in sales, CRM, and customer service, supported by specialized training. Passionate about delivering exceptional customer experiences and driving business success.

Monitored airline updates and industry changes to ensure
compliance.
Managed seat inventory and adjusted fight rates to maximize
revenue.
Handled new fight contracts, bookings, and post-change
follow-ups.
Compared fight capacities and prices for optimization.
Managed PST & FST cases involving fight or airport changes.