English Teacher
Summit International Academy School
Total years of experience :13 years, 0 Months
English Teacher
• Team Leader, Extensya, Oct 2017 to Aug 2018 on Careem Mobile Application Project.
• Team Leader, Extensya, Jan 2016 to Oct 2017 on Zain-KSA Telecommunication Project:
1. Demonstrates knowledge of organization’s expectations, e.g., internal standards or se
rvice level agreements.
2. Identifies and reviews expected service levels and quality goals.
3. Ensures complaints/concerns are resolved or escalated in a timely manner.
4. Manages a team up to 30 CSRs who provide general, technical and if required specific
services to inbound contacts through multiple communication channels, primarily by tel
ephone, email and web chat, and makes outbound contacts asappropriate to maintain o
r enhance that service.
• Team Leader, Extensya, Aug, 2012 to Jan 2016 on Aramex Project:
1. Uses effective communication skills by Communicating feedback as a performance iss
ue not personal issue, as she/he must liaise and supervise effectively with all team mem
bers and approach them positively to unleash their capabilities and take it to the maxim
um level.
2.Ensures the quality of service delivery by customer service representatives and perfor
ms the necessary quality management checks that meet targets.
3. Ensures that the set call centre KPIs are attained. If required, start answering the pho
ne to manage the team performance.
4. Compiles weekly and monthly management reports for all team members.
5. Identifies and reviews expected service levels and quality goals.
• Customer Service Senior Representative, Extensya on Fly Dubai Project, Sep, 2011 to M
ay 2012:
1. Strong ability to present persuasive, well-argued levels to customers and internal seni
or management, and to work to a high level of personal effectiveness and productivity.
2. Provides customer satisfaction to both internal and external customers and strives to
continuously improve service delivery over the phone according to company policies & g
uidelines.
3. Supports and provides superior service via phones, and e-mails as a receiver and calle
r.
4. Understand the impact of attitude in handling calls professionally and deal with job st
ress, angry callers, and upset customers.
5. Uses an effective approach to handle special telephone tasks like, call backs, holds, int
erruptions, and unintentional disconnects.
6. Displays Time flexibility towards shifts as per work floor requirements.
• Customer service representative (CSR) at Extensya on Fly Dubai project, Dec 2009 to S
ep 2011:
1. Exceptional Knowledge of advanced fares & ticketing / reservation system.
2. Handling an inbound calls to answer the customer’s inquiries and questions.
3. Making an outbound calls to follow up with customers regrading their issues, and co
mplaints.
Bachelor of Major English Language and Literature
