Administrator
Etihad Airways
Total years of experience :12 years, 9 Months
Monitor real time performance against the established service level.
Monitoring Real time calls, forecast, and agents.
Reporting to Manager Contact Center Operations
Oversee and coordinate office administrative procedure and review, evaluate & implement new procedures
Scheduling on Verint
Extracting reports for Power BI
Helping Controller in call Forecasting
Preparing daily Sale report for Global Contact center
Generating & Extracting reports through SAP, Verint, Excel & Cisco unified Intelligence center
Making of Daily Performance report for Global Contact center which include data regarding calls from all over the world, sales and attendance.
Preparing Intraday report of Global contact center on Excel after every two hours
Adjusting Breaks on verint as per the operational Requirement
Identify any overtime requirements for the day/month & coordinate with Team leader’s/ Performance managers.
Skilling and de skilling agents when needed.
Approving/ rejecting shift swap & Annual leaves requests and keeping a record of absence of agents and Team Leaders.
Scheduling monthly Product Knowledge Assessments, product briefings & Trainings
Coordinating with the People Support & Learning and Development team
I was responsible for POS (Point of sale) greeting customers, answering questions, offering assistance, suggesting items, lending opinions and providing product information.
Processing Applications
Shortlisting candidates
Sending interview letters
Sending offer letters
Assisting Manager in Selection process
Assisting in Interviews
Employee Orientation
Company employee communication
Maintaining employee files and the HR filing system
Preparing sales report
Conducting Open Interviews
Dealing corporate clients and walk-in clients
Provide on the job coaching and mentoring to team members to achieve revenue and customer service targets in support of overall departmental targets
Training sale staff for outdoor and indoor sales
Assisting with the day-to-day efficient operation of the HR office
Making Log Sheets for staff
Helping Reception and Front Desk
Arranging indoor and outdoor events for Nirvana
Facing escalations on the front desk
Arranging delivery of furniture for a company name Cost Plus Sofas
•Handles customer questions, complaints
•Arranging Technicians for Rectifying of different furniture
MBA in HRM