Retail Coaching & Quality assurance Manager
Umniah
Total years of experience :28 years, 2 Months
Responsibilities as Retail Coaching & Quality Assurance Manager. Jun 2013 - Present.
* Managing my team through well planned and organized strategies & action plans.
* Controlling & monitoring the shops staff productivity to assure that they are giving the full power to serve customers and achieve target.
* Managing, Reviewing & validate the documents that belong to Retail shop.
* Performing daily, weekly & monthly reports in addition to the changes in our shops which related to Operation & quality issues.
* Analyzing, determining and solve any obstacles which hampers from achieving target and serving customers in a professional manner
* KPI’s management in coherent with the overall corporate strategy.
* Implemented new projects to increase the level of shops staff in terms of achieving target and customer satisfaction.
* Implement, monitor and develop all operational & quality processors in order to increase and maintain the high quality level of serving customers.
* Apply Rewarding plan that enthusiasm the shops staff to keep them in the competitive atmosphere in order to exceed the required target and to be fully deducted to serve customers according to our quality standards.
* Defines specific and continuous needs of both my team and all shops staff for their development
* Apply Rewarding plan that enthusiasm the shops staff to keep them in the competitive
* Atmosphere in order to exceed the required target and to be fully deducted to serve
* Customers according to our quality standards.
* Handling customers complains through several channels.
* Establish rapport with individual’s at all professional levels.
* Develop solid business relationships through honesty, integrity and consistency.
* Interviewing & hiring shops supervisors and junior staff.
* Revamping the entire customer journey at the shops by making it more enjoyable and interactive.
* Introducing new measures which improved the service level as well as the quality of service overall.
* Makes sure the correct implementation in the POS system of the established guidelines.
* Analyses Quality figures and set up a future training plan and interpreting trends to facilitate planning.
* Preventing any abuse of fraud cases from happening by daily follow up and updating the needed processors.
* Handling both Quality & sales commission for all shops staff.
•Managing the franchisee dealers sales channel through well planned and organized startegies & action plans.
•Achieving sales targets.
•Performing daily, weekly & monthly sales reports in addition to sales vs. Targets tracking.
•KPI’s management.
My duties as a Sales & Customer Care main Center Manager were as follows:
•Assist the Customer Service Manager and /or conduct interviews for the recruitment of Customer Service Representatives/Supervisors.
•Participate in staff career planning, overtime payment and rotation movements inside the CSD.
•Controls and improves intra-departmental and inter-departmental collaborations to ensure efficient resolution of all customers' requests.
•Identify steps in work processes, make continuous work process improvements and ensure that correct procedures are maintained and correctly applied (such as, ensure that the Customer Care Centers Supervisors are applying the cash audit procedure).
•Take corrective action towards problems encountered within authority granted and according to department policies and procedures.
•Monitors and analyzes long term customer behaviors, anticipates visit pattern related to activities affecting department performance (such as, payment reminders, suspension schedule, bill production, launch and advertisement of new services/offers).
•Implement and take action to achieve target productivity, quality indicators, measure overall performance against ratios and department objectives.
•Assist in producing internal policies and regulation, and analyze CSR's performance and continuously takes measures to improve service offered and customer satisfaction.
•Participate in projects pertaining to the Customer Care regional centers.
•Identify new tools/applications in order to facilitate work and increase productivity of CSR’s.
•Coordinate training needs with concerned department.
•Monitor performance and conduct performance appraisal, and approve leaves.
•Make decisions within monetary grant of authority to resolve customer’s issues and complaints.
•Ensure that all confidential information pertaining to company individual customer coming into ones possession is not disclosed or revealed to unauthorized person or agency.
Restaurant Manager :
Before the opening of Amman Branch, I attended a six-month training for McDonald’s in Egypt including Training & Development, Management Skills, Cost Control, Personnel, Marketing, and Problem Solving. I also took similar trainings in Jordan, UAE, and USA.