Tele-Sales
TPH GROUP
Total years of experience :10 years, 1 Months
Booking appointments for cleaning service - residential, offices, warehouse all over Dubai
and some regions in Abu Dhabi.
✓ Receiving inbound calls for booking appointments.
✓ Handling supervisor calls for client complaints and requests.
✓ Sending reports to operations for the accuracy of total sales amount from the previous day.
✓ Sending invoices to clients.
✓ Making quotations.
✓ Collecting payments.
✓ Improving operations and resolving issues to deliver top-notch customer service.
✓ Managed a team of employees, overseeing employees' hiring, training, and professional growth.
Responsible for monitoring and evaluating calls conducted by the agents in the program that is
subject to qualityassurance policies and screening
✓ To be able to follow the guidelines set forth by Sykes and the client and identify and communicate
any behaviors on the floor that need to be addressed.
✓ Conducts calibration sessions to maintain consistency in accurately scoring agents
✓ Provides coaching alerts to Operations that discuss the agents’ strengths and opportunities
✓ Made weekly and monthly reports
✓ Meet productivity requirements for assigned programs
✓ Provide clear, concise, and accurate documentation of findings in the evaluation form
✓ Effectively coach agents to ensure improvement on areas of opportunities and consistency in
strengths identified
✓ Set up, participate, and facilitate internal and external calibration sessions
✓ Immediately escalate system issues to immediate superior
1.0 being the highest, 3.0 is the lowest