Customer Service Supervisor
DHL Express
مجموع سنوات الخبرة :21 years, 9 أشهر
To support the Customer Care Manager in leading and managing a team of Customer Care Agents in the Key Accounts / Tracing / Service Desk function in the Customer Care department to ensure that DHL’s tracking and tracing service are in line with market-leading standards.
To act as a catalyst for change and enhancement to DHL’s Track and Trace processes, systems, and staff competencies, by proactively tapping on customer feedback and industry developments as sources for improvement to ensure DHL’s continued leadership in the air express industry
•Planning and implementation of entire marketing strategies adherence to the concern budgets.
•To conceptualize, activate and execute Promotions and events in the Campaign.
•To Monitor & ensure the Products continuous publicity through website, advertising, promotions and other creative marketing efforts.
•Execute marketing plans with special reference to coordinating and participating in various trade events.
•Brand promotional activities through advertisements in print & publications and web site links and listings.
•Building brand competency by sponsorships and event management & promotions.
•Initiate client negotiation to various types of official members and clients.
•Monitoring competitive Online Medias through all printed and online publications.
•Having vast experience in banking operations such as Electronic Funds transfer (EFT), Telegraphic transfers (inward/outward), Money laundering investigation, Identification and verification, Signature verification.
•Provided high quality service to achieve maximum customer satisfaction.
•Have received several high skilled and management trainings.
•Trained staff in all aspects of technical and skills development.
•Evaluated training needs and plan for team & Driven team to achieve Standard Level Agreement.
•Acquired broad understanding of relevant process, Managed work quality and ensured compliance with audit requirements.
•Monitoring queues and allocating work to team.
•Accredited as Process Specialist for the department.
•Producing, analyzing and interpreting Management Information.
Develop and supervise implementation of all Dennison marketing plans with the sales and marketing departments.
Supervised and trained new marketing staffs.
•Monitor and maintain the confidentiality and security of information.
•Determine the cost and value of actual or potential activities.
•Reporting quality feedback from customer.
•analyzing stock information daily basis
•Responsible for forecasting, designing and developing an effective management Control in sales promotions.
GCE Advanced Level in August 1998 (High School Diploma) GCE Ordinary Level in December 1995 (High School Diploma)