assistant manager
Commercial Bank of Kuwait
Total years of experience :10 years, 6 Months
Strategy & Project Management
Design and deliver trainings
Audit, Evaluate and report training completion activities for each new joiner. Communicate and monitor the completion of pre learning and post learning for every trainee. Create reports and follow up to ensure completion, Follow up with individuals and their managers to ensure behavior change and development. Deliver Customer service, Advanced Selling Skills and other soft skills trainings. Participate in Shop Manager and Area Manager Development programs. Make training reports for supervisors. Motivate trainees to implement learning.
Analyze strengths & weakness for each agent.
Delivering sale’s and soft skill training based on client and agent needs
Providing trainee transition support to live environment
Maintaining training packets, manuals, modules, reference materials and job aids
Providing support to the Contact Center Sales floor as needed
Preparing Training Delivery Plan for existing Call Center Staff
Preparing New Bank Recruits passing by Call Center Training Plan
Coordinating with Human Resources Training Department regarding Training Courses
Handling reports for call center agents (MIS).
Evaluating the performance of call center agents / senior agents
Workshops with call center agents / senior agents to enhance their skills in Customer service (one to one session).
Handling all types of complaints
Develop the Quality Assurance Unit to insure high quality and work, in process to meet the management standards
Reply all customers inquiries through CBK Email ( )
**As a Quality Assurance Specialist I created the Evaluation Form for call center agents & senior agents
Handling inbound calls in professional way.
Write customer complaint, suggestion or feedback.
Outbound Calls in case of Sales Campaigning.
Other duties as assigned
Call Center - Shift Leader In Charge
Assist agents on floor to serve customers and answer their quires.
Organize staff attendance and arrange their breaks.
Ensure the assigned calls are attended and responded to.
Coordinate with various departments and management for quires solutions.