Officer/ Team Leader
Gulf International Bank
Total years of experience :11 years, 5 Months
Discription: Helped Senior Management to establish Meem’s Contact Center by contributing in building Polices and Procedures, Testing, Training and Bulk Recruitment Assessments. Currently supervising a team of Contact Center Multi skilled Agents. As well responsible of running the Contact Center floor on a particular shift and attending duties such as Operation, Team Quality Evaluation, and Training.
• Ensured achievement of agreed personal service and quality KPIs and supported overall team KPIs.
• Contributed to the formulation, development and implementation of social media campaigns
• Escalated and fallowed up with customer interactions that falls outside of agreed policies, procedures and working practices to Head of Contact Center and departments Heads.
• Assisted Senior Management with job applicant’s and Bulk Recruitment Assessment.
• Conducted administrative procedures for the Contact Center.
• Rectified and implemented new operational procedures to meet new business requirements.
• Contributed in composing Contact Center shift schedule to meet the demand of day-to-day deployment of staff within teams.
• Conducted monthly Agents Performance Quality Evaluation towards Inbound & Outbound interactions
• Trained new joiners and monitored their performance to equip them with skills to meet their duties.
• Conducted Training & refreshment sessions for new products, procedures and campaigns to address quality issues.
• Attended Contact Center Management group email to solve, distribute tasks and cases.
Description: Helped to lunch GIB retail-banking brand by being a part of Liability Products GoLive team where I was responsible for delivering quality to Meem’s Social Media presence.
• Ensured achievement of agreed personal service and quality KPIs and supported overall team KPIs.
• Contributed to the formulation, development and implementation of social media campaigns.
• Contributed to the formulation of the brand’s social media interaction style guide and tone of voice.
• Escalated and fallowed up customer interactions that falls outside of agreed policies, procedures and working practices to team leaders and project owners.
• Provided content weekly to be shared daily on the social media channels.
• Interacted with prospects and customers on behalf of the bank in accordance to agreed policies and procedures.
• Received and distributed fans contributions to our project owners.
• Assisted managers with job applicant’s and candidate interviews.
• Conducted usability tests with several devices for banking applications in different platforms.
GPA: 2.53 out of 4