Total Years of Experience: 16 Years, 7 Months
August 2008
To Present
Team Leader Tharwa Team
at Al Hilal Bank
Location :
United Arab Emirates - Sharjah
Floor management, SL, Abandoned calls etc.
Call evaluation for the team on monthly basis and giving the appropriate feedback to enhance the call quality.
Generating reports for performance to the service center.
Training new staff joining the service center.
Creating IB reports regarding the penetration, and the monthly target for the contact center, supporting customers with minor technical issues.
Forwarding the customer various request like account opening-credit card- etc… to the relevant branch or unit and communicate the result to the customers.
Handling i-Serve project since beginning (workshops- design - work flow- UAT- testing- training).
Managing reports with the i-Serve team and contact center.
Managing contact center project since day one, (brain storming - BRD and design - multiple sessions for TSD - system change request and UAT as well.)
Handling Web e mails, like leads complaints and call back on daily basis.
Handling in bound calls as well when ever needed at rush hours and lack of staff.
Conducting customer satisfaction survey more than once when required.
Call evaluation for the team on monthly basis and giving the appropriate feedback to enhance the call quality.
Generating reports for performance to the service center.
Training new staff joining the service center.
Creating IB reports regarding the penetration, and the monthly target for the contact center, supporting customers with minor technical issues.
Forwarding the customer various request like account opening-credit card- etc… to the relevant branch or unit and communicate the result to the customers.
Handling i-Serve project since beginning (workshops- design - work flow- UAT- testing- training).
Managing reports with the i-Serve team and contact center.
Managing contact center project since day one, (brain storming - BRD and design - multiple sessions for TSD - system change request and UAT as well.)
Handling Web e mails, like leads complaints and call back on daily basis.
Handling in bound calls as well when ever needed at rush hours and lack of staff.
Conducting customer satisfaction survey more than once when required.
August 2007
To August 2008
Contact Center Agent
at Emirates Bank
Location :
United Arab Emirates - Sharjah
Contact Center Agent at Buzz
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