ميرنا جقنوز, Call Center Supervisor

ميرنا جقنوز

Call Center Supervisor

kuwait hospital

البلد
أرمينيا - Yerevan
التعليم
بكالوريوس, Economics
الخبرات
11 years, 10 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :11 years, 10 أشهر

Call Center Supervisor في kuwait hospital
  • الكويت - الكويت
  • يونيو 2021 إلى نوفمبر 2022

• Handling Call Center project from scratch.

•Creating workflow process.

•preparing Call Center annual plan.

•Preparing SWOT analysis and action plan.

•Implementing action plan and creating streamlines to assist in smoothing the work flow interdepartmental and intradepartmental.

•Measuring performance by creating and tracking KPIs weekly, monthly.

•Handling complaints and escalate it to concerened department.

•Reduce missed and abandoned calls rate from 28% missed calls till we reached 2%.

•Reducing employees turn over.

•Handling call center team duty rosters 24/7

•Assisting in the formulation of targets for individuals and teams.

•Hiring, onboarding and training new employees to join the team with strong confidence.

•Answering questions from staff and providing guidance and feedback.

•Anticipating escalation and taking over calls when needed.

•Devising ways to optimize procedures and keep staff motivated.

•Measuring performance with key metrics such as missed calls, calls waiting, Average handle time, First call resolution.

•Ensuring adherence to policies for attendance, established procedures etc.

•Keeping management informed on issues and problems.

•Preparing Daily/Weekly/monthly/annual results and performance reports.(Creating and initialing new reports as needed to find the reason of any defect).

•Training the team members as per the work flow needs.

• Tasks delegation as per workflow needs.

•Shared data update to ensure all team members are aware of the day to day and hour to hour changes in the whole hospital.

Patient Experience Manager في Canadian Medical Centre
  • الكويت - الكويت
  • نوفمبر 2018 إلى مايو 2020

•Managing and leading frontline supports and customer service teams, call center and filling department .

•Assure completion of daily tasks, planning, marketing.

• Managing budgets.

•Train customer service team.

•Reporting to high management on a daily, weekly and monthly basis.

•Handling all the day to day cases and complaints.

•Auditing, quality control, hospitality, to guaranty effectiveness and efficiency of customer service & care standards.

•Implementing buisness plans, strategies objectives & KPIs and new policies as needed.

•Initial and Manage call center activities and direct all the call center function and workflow step by step.

Manager في Cross fight ladies’ Gym
  • الكويت - الكويت
  • سبتمبر 2016 إلى يناير 2018

•Managing, planning setting policies of the administration and organisation of the fitness club.

•Recruite and onboard new employees.

•Train and develop staff for better performance.

• Handle Hospitality(house keeping, support services)

•Manage budgets, enhancing profitability, annual plans preparation)

•Keep track on customers's retention kpi.

• Reduce employees turnover rate.

•Organise activities and programmes.

• keep statistical and financial records.

• Maintaine Customer Service standards.

•Undertake administrative tasks.

•Market the business( handling social media accounts).

•Deal with inquiries and complaints.

•Handle the buisness development.

Customer Service Manager في Flex resorts
  • الكويت - الكويت
  • أبريل 2013 إلى أبريل 2014

•Supervise and fulfill customers' requests daily.

•Manage daily work load to ensure required service volume and quality level all are perfectly met.

•Train and coach staff in standards policies.( preparing guide books as reference when needed)

•look after the team of receptionists and make sure giving best level of customer service.

•Monitor team performance and provide support as per workflow needs.

• Handle customers' complaints and send daily report to senior management.

Beauty salon manager في Nail mania
  • الكويت - الكويت
  • أكتوبر 2012 إلى مارس 2013

Supervising the facility operations ensuring that customers are satisfied, managing employees schedules and performance.
Working to make sure the salon is profitable.
Reporting the owner information such as revenue, budget needs, staffing changes, clients satisfaction, inventory issues and salon upkeep.
Ensuring that the facility is well maintained.
Hiring and supervising staff,
Keeping financial records ensuring salon invoices are paid, make deposits.
Keeping inventory of the products lined.

Owner في Ricci women wear
  • سوريا - اللاذقية
  • سبتمبر 2002 إلى مايو 2008

As a women wear shop owner and manager i was doing all the financial, customer care, marketing following all the fashion shows and exhibitions, controlling the inventory design the clothes displays

الخلفية التعليمية

بكالوريوس, Economics
  • في Tishreen university
  • يونيو 2005

Economics

Specialties & Skills

Customer Care
Development
System Planning
Decision making
Leadership
Time management
Ability to work under pressure
Self motivation
Customer service and great communication skills
Training
Buisness writing
Multi tasking
planning
problem solving
negotiation
operations management
marketing
people management
project management
multi unit
Windows word
Effective presentations, preparing training presentation)
Generating and preparing reports
Computer skills( MS Office (Word, Excel, Outlook, Powerpoint) Google Drive (Docs, Sheets, Forms)
HMIS Systems( Sapphire, Xontel, Nova...)
Human Resource
Research
public speaking
staff development
Training and development
program mamagement
Team work
Recruiting
managerial experience
customer interactions

اللغات

العربية
اللغة الأم
الانجليزية
متمرّس
الفرنسية
مبتدئ
الأرمينية
مبتدئ

التدريب و الشهادات

Training of Trainers (الشهادة)
تاريخ الدورة:
October 2022
Diploma in Human Resources (الشهادة)
تاريخ الدورة:
August 2022
Building high potential leaders (الشهادة)
تاريخ الدورة:
November 2021
problem solving (تدريب)
معهد التدريب:
pitman
المدة:
6 ساعات

الهوايات

  • Cooking
  • Reading
  • learning skills
  • Sports amd fitness