Serior Scheduler – Head Officer
GWR Consulting
Total des années d'expérience :19 years, 7 Mois
• Managing team of scheduler
• Project Planning, Distribution and Monitoring
• Recruitment of Scheduler, Mystery shopper for various projects
• Finding and mentoring both new and existing mystery shoppers through training workshops and to ensure they are well aware about the mystery shopping process and the purpose of mystery shopping
• Developing a project plan with specified deadlines and monitoring that the work is carried out by Scheduler to meet those deadlines.
• Monitor project progress against an established baseline.
• Provide impact analysis of schedule changes, identify schedule variances and opportunities, and proactively develop mitigation strategies for the Project Management team.
• Clearly communicate issues and resolutions to project management in both written and verbal means. Prepare presentations to senior management containing metrics and explanations of data.
• Support the staff in preparing to pass all internal and external audits.
• Provides direction to lower level staff.
• Maintains up-to-date knowledge of relevant discipline(s), industry practices, trends, and applications. Advises management on new developments and programs.
• May direct the work of less senior personnel.
• Project Principal and Manager for the RTA Dubai Household Project
• Mystery Shopping and Customer Satisfaction Surveys Project Management
• Project Planning, Execution, Administration and Monitoring
• Recruitment of Mystery Shoppers and Researchers for various projects
• Project Specific training for Mystery Shoppers and Researchers
• Data Analysis and Executive Reporting
• Questionnaire development along with the scripting process to be followed during the field work
• Fieldwork Scheduling, Problem Solving, Proof Reading, Coordination and Quality Check of all researchers
• Responsible for the management (planning, execution, monitoring and reporting) of various projects which included Mystery Shopping and Customer Satisfaction Surveys
• Conducted project specific cold calling for Mystery Shoppers and Researchers in addition to screening and staffing personnel to the appropriate projects via training
• Specialized in data analysis, executive reporting and business analysis of service excellence
• Conducting quality check, fieldwork scheduling, coordination and proofreading for the projects
In Addition:
• Maintaining the general filing system and file all correspondence
• Well-versed in greeting visitors, scheduling appointments, and handling administrative and clerical duties
• Assist visitors and customers to the right staff member
• Handle telephone calls and direct them to the right recipient
• Distribute incoming mail and manage outgoing correspondence
• Positive attitude and disciplined work ethic
• Adept at answering phones, faxing, and filing
• Provide information asked for and direct them to the right departments
• Computer savvy: Proficient in MS Office (Word, Excel, PowerPoint and Outlook)
Ethos Consultancy is the leading customer service consultancy provider that develops a variety of customer service orientated products related to measuring and increasing customer satisfaction through mystery shopping, customer satisfaction surveys, employee satisfaction surveys and customer service training. Within one year of joining Ethos, I was promoted to the position of a Project Analyst where my essential job functions are:
Responsible for executing quality check and customer service projects for Governments, Local and International clients across a range of market segments such as Banking, Insurance, Travel and Tourism.
Proven track record of successfully delivering 8 projects within the specified timescales.
Finding and Mentoring both new and existing mystery shoppers through training workshops and to ensure they are well aware about the mystery shopping process and the purpose of mystery shopping.
Developing a project plan with specified deadlines and monitoring that the work is carried out by shoppers and researchers to meet those deadlines.
Conducting quality and fraud checks by proofreading of submitted reports prior to the final report being submitted to the client.
Preparation of a preliminary Client summary report/statistics and presenting to the Project Manager / Consultant for his review.
Acting as a liaison between the Client / Consultants and Mystery Shoppers in resolving disputes and other queries.
Conduct client trainings for functionality of “KnowledgeTRAK”, an online tool to monitor the project progress, review reports, actions etc.
Part of the yearly Bank Benchmarking and Retail Benchmarking project team whose results are published by various local newspapers and Business Intelligence companies such as AMEinfo and Zawya.
Achievements:
4 times employee of the month.
5 times ‘extra mile’ award winner
1 recommendation certificate awarded directly by the client.
Contact Point Verification - Credit Initiation Unit
Promoted to the position of Credit Cards team Verification Supervisor with the primary job responsibility of managing a team of 15 employees.
Apart from management, other job responsibilities include -
• Preparation of daily MIS such as Total Inflow of applications vs. number of applications Approved / Pending & Rejected, Team productivity reports, maintaining the overall database of application numbers received by CPV Team, Top Pending & Decline reasons (on a daily basis) etc.
• Implement processes/ policies related to phone verification on all applications (ideas that will lead to increased productivity & better quality)
• Conducting Telephonic Verification for Credit Cards & Personal Finance applications according to credit norms. Also to identify incorrect information & to report the same to the concerned authorities for further investigation.
• Contributing towards timely completion of job without any compromise towards quality of work.
• Handling administrative related tasks such as arranging meetings of senior level management, recording minutes of meetings, scheduling appointments etc.
• Attending incoming calls.
• Delegated with basic admin duties of fax / memos, mails & preparation of business letters.
• Attending Walk-In as well as Telephonic clients for their ticketing / reservation needs.
• Issuing on Airline Tickets on the “Galileo / Saber” systems.
• Also assisting clients for their Hotel Reservations / itinerary planning.
• Updating Airline Fare List for internal use by other colleagues.
• Liaising with Corporate clients such as Fujairah Building industries, Govt. of Fujairah, National
Bank of Fujairah etc. for their respective needs.