Operation Customer Agent
TLScontact intermediary company
Total years of experience :14 years, 8 Months
1. Handling day to day Visa Applications in compliance with Standard Operations Procedures - greeting customers, supporting completion and checking of applications, obtaining bio-metric data and other documentation 2. Being prepared for any new programme such as IOM, family reunion for refugees, students visa, new visa requirements for Syrian applicants who got affected by the earthquake 3. Following an established and defined filing and administration process, guided by a computer-based system 4. Ensure engagement with applicants, provide a first-class service and positive customer experience 5. Processing applications and data entry 6. Collection and scrutiny of passports from the Application Centre 7. Handover of Passports to the High commission and/or its Consulates 8. Handling customer complaints assertively, and efficiently, 9. Handling confidential information and data, and maintaining high level of data security 10. Checking updates on daily basis and performing duties based on them 11. Making sure services are suggested to applicants with transparency at the right time and in an ethical manner 12. Checking if fees are accurate and correct based on companys and embassys payment rules 13. Checking daily passport inventory and sending reports to designated positions 14. Sending a daily report to management team about any new case or incident 15. Being ready for any delegation and new trainings regarding daily operation, new customers (embassy or consulate) and security awareness 16. Maintaining clean desk and privacy of applicants documents and information
Period of employment: February 2017 till February 2018 1. Handling calls from customers about any complaints regarding maintenance problems 2. Ensuring efficient repair schedules and reviewing repair cost estimates 3. Organizing and following up with technical manager to make sure needed parts are available 4. Monitoring indoor maintenance for defected parts and updating customers 5. Following happy call strategy 6. Filling consignment requests and emailing to the designated brand manager 7. Performing administrative tasks as required 8. Entering maintenance invoicing and communicating with accountant to close transaction 9. Checking warrantees and asking for warranty from CEO when needed 10. Keeping maintenance logs and report on daily basis
Period of employment: November 2013 _ November 2016 1. Managing all F&B and day-to-day operations within budgeted guidelines and to the highest standards. 2. Establishing targets, KPIs, schedules, policies and procedures. 3. Identifying customers needs and respond proactively to all of their concerns 4. Preserving excellent internal and external customer service 5. Auditing monthly inventory levels and counting variance 6. Preparing and following up maintenance snag sheet 7. Checking daily disposables levels and sending requisitions 8. Auditing food quality and maintaining taste standards 9. Following up hand over between shifts including all employees levels 10. Daily reporting about operations sales results and productivity to top management
Period of employment: June 2010_ July 2013 1. Leading and supervising 10 employees during the shift 2. Supervising Items delivery stage from farm to fork (checking cleanliness, truck standards and temperature, plus items temperature and texture, beside checking quantity if accurate or not) 3. Handling administrative duties regarding daily checklists filing, emailing, writing meeting minutes and sharing new memos and operational changes… 4. Tracking disposables levels and sending daily orders 5. Maintaining excellent internal and external customer service 6. Daily scheduling of sections for employees 7. Briefing before shift begins about upselling and unavailable items (86) and sharing daily target 8. Following motivation strategy to encourage employees for performing in an excellent manner all the time 9. Handling weekly petit cash and sending daily sales reports 10. Reporting to the restaurant manager on daily basis about all operations aspects
Period of employment: July 2008_ January 2010 1. Providing full training schedule to new employees 2. Ensuring training material is up-to-date 3. Ensuring all team member training, documentation and testing is completed in the required time frame 4. Following up with the managers about trainees performance 5. Providing the direct manager with daily report including the trainees performance, strengths and weakness points, tests and training schedule on daily basis 6. Working on delegated duties such as employees attendance, operation incidents and customers complaints
