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تم إلغاء حظر المستخدم بنجاح
وجدي الفرج, Operations Customer Service Manager

وجدي الفرج

Operations Customer Service Manager·Digital Pay

المملكة العربية السعودية

بكالوريوس, Bachelor Degree;

الخبرة العملية

مجموع سنوات الخبرة: 1 سنوات, 1 أشهر

Operations Customer Service Manager

أغسطس 2022 - أغسطس 2023

Digital Pay

الخبر، المملكة العربية السعودية

أغسطس 2022 - أغسطس 2023

• Managed the employee’s availability during multiple shifts and design multi-shifts program to serve SLA
• Improve the process of quality assurance performance and team day-to-day activities according to KPI`s goals
• Conducting effective resource planning to maximize the productivity of resources
• Communicate with employees regularly.
• Ensure proper scheduling.
• Follow-up customer’s experiences records and survey results.
• Responsible to assist payroll by providing relevant employee information e.g., leave of absence, sick days, and work schedule.
• Produce reports, presentations and briefs.
• Handle requests and queries appropriately.
• Keep stock of office supplies and place orders when necessary.
• Manage phone calls and correspondence (e- mail, letters, packages etc.)
• Assist Colleagues whenever necessary.
• Responsible explains the company’s policies and guidelines. These handbooks are then given to the newly appointed individuals.
Administrations and HR Responsibility:
• Responsible for Attracting new employees and carrying out personal interviews and recruitment new staff who shows a good skill and quality for helpdesk representative role
• Helping project team on activities like formatting of documents and updating the presentation slide
• Ensuring the communication with necessary intra departments
• Miscellaneous and confidential activities around Business development, documentation, correspondence
• Assist in exigencies/crisis management
• Office Management - office coordination, leadership meetings, management of International visitors, delegates etc
• Schedule and coordinate internal & external events/meetings and include preparation of presentation/speeches, taking MOM, follow-up, Maintain log for the meeting and necessary records, etc
• Calendar management, scheduling appointments/meetings including digital media
• Assisting the HR department with ongoing projects, such as virtual job fairs, minutes of meeting.
• Liaise with external partners e.g., medical insurance.
• Arrange travel accommodations and process expense form.

مجال الشركة:
خدمات الدعم التجاري
الدور الوظيفي:
الخدمات المساندة

Customer Service Manager

أغسطس 2022 - يوليو 2023

Digital Pay

المملكة العربية السعودية

أغسطس 2022 - يوليو 2023

• Monitor and review compliance activities to ensure adherence to established policies and procedures
• Built a system performance strategy to maintain SLA score and Familiarity with the regulatory environment of the Saudi Arabian financial sector, specifically SAMA regulations and SAMA-Cares
• Managed the employee's availability during shifts and implement multi-shifts rotation to serve SLA
• Develop and implement strategies to improve merchants POS experience and increase customer satisfaction
• Manage and supervise a team of contact center agents, ensuring they meet performance targets and provide excellent customer service
• Monitor and evaluate agent calls, providing feedback and coaching to improve their performance
• Conduct regular team meetings to communicate updates, changes, and goals
• Develop and implement training programs to improve the skills and knowledge of contact center agents
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
• Create and maintain reports on contact center performance, identifying areas for improvement and implementing solutions
• Stay up-to-date with industry trends and best practices to continuously improve the contact center operations
• Ensure compliance with company policies and procedures, as well as relevant regulations and laws
• Proven experience in customer service leadership, ideally in the fintech or financial services sector
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

مجال الشركة:
الخدمات المالية
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

King Faisal University

يناير 2020

يناير 2020

بكالوريوس، Bachelor Degree;

المملكة العربية السعودية

Skills

Customer Experience
Expert
Customer Experience
Expert
التعامع مع الحاسب الآلى
Expert
التعامع مع الحاسب الآلى
Expert
Team Handling
Expert
Team Handling
Expert
Complaint Management
Expert
Complaint Management
Expert
Systems Management
Expert
Systems Management
Expert
Training
Expert
Training
Expert
HR Management
Beginner
HR Management
Beginner
Recruitment
Beginner
Recruitment
Beginner
Customer Service
Expert
Customer Service
Expert
Employee Relations
Beginner
Employee Relations
Beginner
Administration
Beginner
Administration
Beginner
Microsoft Office
Expert
Microsoft Office
Expert
Payroll
Beginner
Payroll
Beginner
Human Resources
Beginner
Human Resources
Beginner
Management
Intermediate
Management
Intermediate

حسابات مواقع التواصل الاجتماعي

اللغات

الانجليزية

متمرّس

العربية

اللغة الأم

التدريب و الشهادات

الشهادات
Credit Advisor Professional

الهوايات والاهتمامات

الحاسب

لدي خبرة في اصلاح و برمجة الحاسب الآلي و تطبيقاته المقدرة العالية على تعلم اي تطبيق التعامل السريع مع أي نظام عمل