Telephone Operator
Ezdan Hotel & Suites
Total years of experience :5 years, 11 Months
• Assists guests in the arrival and departure of the hotel
• Escalates guests’ requests and complaints to the specific departments
• Handles inbound and outbound calls
• Accepts payments and posts receipts - cashiering
• Sends daily reports to different departments concerning lease agreement and extensions for departures
• Photocopies and scans passport/ ID of the guests
• Prepares metal keys and access cards for arrival of the guests
Dialed Accounts for:
Fixed Annuity (Allstate’s Financial Account)
First Notice of Loss (Allstate’s Residential Property Claims)
• Leads/supervises all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes.
• Verifies sales of the agents from the Operations/ Production Floor.
• Handles COVERDELL ACCOUNTS - LIFESTYLE ESSENTIALS (Hudson’s Bay Company’s Savings Account Program) and PRIVACY PROTECTION PLUS (Hudson’s Bay Company’s Identity Theft Protection Program).
• Submits daily reports based from sales of the Operations.
• Provides operation floor management by monitoring service levels, making appropriate decisions and regular monitoring of quality.
• Attends regular meetings and calibrations with clients, operations, and the training department and to ensure that all departments are calibrated.
• Reviews Quality parameters and propose or make changes whenever necessary in consultation with Operations.
• Defines quality parameters to the call agents and QAs and defining the scope of improvisation.
Dialed Accounts for:
Netregistry (Australian-based Web Hosting Company)
Blue Central (Australian-based Web Hosting Company)
Duties and Responsibilities:
• Leads/supervises all aspects of Quality excellence with emphasis on continuing to
improve operating results and strengthening underlying processes.
• Verifies sales of the agents from the Operations/ Production Floor in Charter
Communications Sites like Manila, Lahore, Karachi, Oil City and St. Catharine’s.
• Handles CHARTER COMMUNICATIONS ACCOUNTS (Telecommunications Company
in the United States that provides Telephone, Cable and Internet to the customers).
• Submits daily reports based from sales of the Operations.
• Provides operation floor management by monitoring service levels, making
appropriate decisions and regular monitoring of quality .
• Attends regular meetings and calibrations with clients, operations, and the training
department and to ensure that all departments are calibrated .
• Reviews Quality parameters and propose or make changes whenever necessary in
consultation with Operations .
• Defines quality parameters to the call agents and QAs and defining the scope of
improvisation.
Dialed Accounts for:
• VerizonSuperpages.com (America’s No. 1 Online Yellow Page Listing) - Selling online
listing to owners and managers of different businesses in the United States.
• CS4 - B (Account Manager) - Appointment setting account that helps potential managers and owners of different small to medium businesses in the United States to get more customers by advertising on the internet.
• CS4 - C (Account Manager) - Appointment setting account that helps potential managers and owners of different small to medium businesses in the United States to get more customers by advertising on the internet.
• One Source Web Hosting (Online Yellow Page Listing) - Selling online listing to owners
and managers of different small to medium businesses in the United States
• Health Markets Lead Marketing Group (Alliance of Healthcare Providers in the United States) - Appointment setting account that sells insurance to potential customers.
• Pacific Research Group - Appointment setting account that provides extra seminar
and training about facial plastic surgery to the doctors in the United States.
November 23, 2005- March 6, 2006
• Selling AIG Credit card to potential clients/customers in the country.