Service Recovery Supervisor
M. H. Alshaya Company
Total years of experience :10 years, 0 Months
• Monthly performance measurement, monitoring, evaluating, and reviewing findings with
officers to improve the efficiency.
• Provide an update and supporting materials to the Contact Centre Officers.
• Generate adequate dashboard related to Customer service Activities Report on a weekly
basis.
• Create and enforce policies for effective data management.
• Formulate techniques for quality data collection to ensure adequacy, accuracy, and
legitimacy of data.
• Monitor and analyze information and data systems and evaluate their performance to
discover ways of enhancing them (new technologies, upgrades etc.)
• Troubleshoot data-related problems and authorize maintenance or modifications
• Mange Refunds team and monitor, maintain and keep track of the refund that are done via
customer complaint process and Exceptional Refund process
• Responsible to take Audit, loss prevention and finance through the refund and promo code
inventory once in a month and share the outcome with the management team.
• Draft the workflow and new process that will help to monitor and analyze the quality and
quantity of the specific project or new amendments to the operations.
II
• Develop and implement project work plans and review as appropriate to meet changing
needs and requirements.
• Evaluate project and recommend report to identify issues and opportunities to improve
performance going forward.
• Interact clearly, constructively, and positively with all organizational departments to ensure
projects are completed effectively and with minimal disruption to planned events.
• Participate actively as projects team member to improve department efficiency, reduce
costs, and assist in improvement of product through customer experiences.
• Evaluate performance and providing feedback to the team
•Performing all secretarial work.
•Sending RFQ to subcontractors regarding new tender.
•Submitting online tenders of KNPC.
•Independent corresponding communicating with local & international companies.
•Handling inquiries, shop drawings, transmittal, material Transmittal, check list, Quotations.
•Preparing Quotations.
•Handling invoices of suppliers, petty payments coming from the site.
•Preparing of prequalification files.
•Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
•Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
•Provides statistical and performance feedback and coaching on a regular basis to each team member.
•Writes and administers performance reviews for skill improvement.
•Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
•Ensures employees have appropriate training and other resources to perform their jobs.
•Responds to and resolves employee relations issues expressed by team members.
•Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
•Addresses disciplinary and/or performance problems according to company policy.
•Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
•Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
•Works as a member/leader of special or ongoing projects that are important to area/process improvement.
•Uses appropriate judgment in upward communication regarding department or employee concerns.
•Managing office correspondence with clients & contractors.
•Preparation of quotation as per client’s requirement and follow‐up the order till delivery
•Filing, Faxing & scanning works.
•Maintain electronic and hard copy filing system
•Retrieve documents from filing system
•Handle requests for information and data
•Resolve administrative problems and inquiries
•Prepare written responses to routine inquiries
•Prepare modify documents including correspondence, reports, drafts, memos and emails.
• Successfully completed B.M.S (Bachelor in Management Studies) from St. Andrew College in May 2008.
• Successfully completed H.S.C Examination from Thomas Baptista College in May 2005
• Successfully completed S.S.C Examination from St. Thomas School in May 2003