Customer Relationship Supervisor
Nissan Middle East FZE
Total years of experience :15 years, 8 Months
• Handling Red Flag cases (CSI - SSI).
• Implementing new process when needed to improve the quality of service.
• Identify and escalate priority issues.
• Presenting Monthly, Weekly and dealers’ KPIs report for cases. (Monthly report, MTD report & Trend report).
• Monthly reviews of process and case management evaluation with Global Team.
• Following up with GCC local dealers CS managers to ensure they are following the process implemented by Nissan Middle East.
• Monitoring Red Flags call recordings.
• Responsible for new team members coaching and call monitoring.
• Taking ownership of customers’ issues and following problem through to resolution.
• Keep accurate records and document customer service actions and discussions.
• Liaise with dealers to meet the service level required & ensure customer satisfaction.
• Liaise with dealers and discuss the corrective actions to be taken in place to resolve the reported concerns.
• Meeting KPIs and deadlines in resolving complaints.
• Communicate with Warranty, Sales, Marketing, product planning & Technical departments for updates and cases resolution.
• Responsible for handling the goodwill process in line with global standards.
• Running daily reservation report and distribute data among the team.
• Present monthly KPIs to service locations and management.
• Handling team Breaks and Absenteeism.
• Collecting and filtering the data on a daily bases and handling the daily report done.
• Monitoring agent’s calls and sending call scoring sheet.
• Advise customers on the care of their vehicles and the value of maintenance in accordance with the manufacture’s specifications.
• Follow up with service center to determine if appointment was kept and the outcome
• Offering new promotions to customers.
• Following up about the car service with customers.
• Sending a daily report including all calls status.
Quality Assurance Executive:
( KIA, Renault, Brilliance, Wadi Degla, Cinnabon, British American Tobacco, Chipsy & Pepsi Projects).
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors email customer contacts.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Creating Call Script, Score Sheet and assigning Monthly quiz.
• Follow up the agent improvement by preparing Refreshment session, One to One meeting & Calibration.
• Make and confirm reservations over the phone for Hotels & Airlines.
• Using Native Sabre system for Booking.
• Answering customers' question regarding upgrades, flight schedules, meals and seating
• Assignments.
• Providing customers with quote fares and room rates, provide travel information, and
• Make and confirm flights or hotel reservations.
• Follow up with customers during and after the reservation (over the phone or via email).
• Offering Travel Insurance for UAE residence.
• Contacting Airlines to check Schedule Change, Special Service Request (SSR).
• Ticket Exchange, Void & Refund.
• Absenteeism, Lieu & Attendance Daily Reports.
From Dec 2011 - Feb 2012
• Trained and coached new joiners, educating and motivating the advisors to provide better service quality.
Activation - Re- hits - Billing Issue - Radio up selling.
Training as Researcher in Research Department.
• Handling angry customers.
• Coaching agents about system updates.
• Monthly follow up with registered companies to confirm the required & hired candidate.
• Monitoring calls & coaching agents about their attitude during calls.
• Setting Team schedule and attendance.
• Handling inbound, outbound, emails and online orders
• Daily revise of successful orders
• Trained the new joiners on CRM system
Responsible for receiving doctors orders about dental implants.
Consigning money in the bank (Financial issues).
Responsible for the returned items & deliver it to the main branch.
The contact person between the company and customers in preparing events (conference) and marketing materials according to our customer's needs.
Responsible for shipping from and to the main branch.
Working as English teacher for Primary One and KG (1-2) (arabic & english section).