Operations center executive
ooredoo
Total des années d'expérience :6 years, 2 Mois
throughout my experience in the customer care in ooredoo since April 2018. I developed huge relationships and knowledge that allowed me to thrive and rise to where I am today. After I worked in the call center, live chat, helpdesk and retention teams. I was promoted as social media executive lead.
The role was all about promoting the products of the company and handling their social media channels in a professional and interactive way, checking the complaints throughout the social media platforms such as Instagram, Facebook, twitter and what’s app and developing new ideas that would improve the quality of the customers satisfaction, reducing costs and gaining more profits. All of that was to be presented Face to face Infront of the leaders, senior managers and the higher management such as the COO and the CEO and other members of the cooperates.
I joined ooredoo family as a call center agent, and throughout the time, I developed a huge experience in the customer care field.
Firstly, I worked as a call center agent for
about 4 Months, then I was promoted as shift in charge of all the trainees groups
who joined the customer care newly. I was in charge of handling their breaks,
questions, and guiding them throughout their calls. I was Also in charge
with the team leaders, helping them manage the shift professionally. I also
started to receive high priority calls and handling customers complaints who ask to speak with a supervisor, calming them, and managing their issues
perfectly, to make sure that they are fully satisfied after and during the call.
After
2 months of being a shift in charge, I changed the team and worked as a Live Chat agent. An experience I did enjoy as it was so good that I was able to use lots of my skills as well as increasing my knowledge.
After that, I started working with the help -desk team. As a help desk agent, I was in charge of solving the complaint tickets raised by the customers through the customer care, and calling them back to inform them about the updates of their tickets and make sure they are fully satisfied.
Finally, I worked in the retention department, which is the department concerned of the quality assurance of all the other departments in ooredoo through the surveys that are sent to the customers. in this role we had to call any customer who rated any of our services negatively and understand their issue. We write it down and work on it with the other departments including the cooperatives of the company to resolve it ASAP and call the customers back to apologize to them and make them satisfied once it has been successfully solved.
I graduated from the high school with an average score of 89%. After that, i went to the AOU ( Arab open university ) in Kuwait, and my major is English language and literature, and will be graduating approximately within 2-3 courses. Current GPA is : 3.60.
