team leader customer service
Cupola
Total years of experience :6 years, 4 Months
-Create an inspiring team environment with an open communication culture.
-Set clear team goals.
-Oversee and organize team building activities.
-Discover training needs and performs management duties when manager is absent or out of office.
- Responsible for overseeing daily operations in a call center and coordinating call center staff.
- Planning resources, implementing strategies, monitoring staff performance, setting targets, recruiting and training employees, listening to random calls, handling complex customer requests, and recording statistics.
- Highlight leadership, excellent interpersonal and communication abilities, and problem-solving skills.
- Track issues in the quality monitoring systems or tools and analyze the results.
- Provide feedback to improve performance and develop
training programs and agents.
- Work with other internal teams to define quality metrics.
- Generate valuable insights to predict customer
trends.
-Tracking key quality assurance metrics for improvement strategies.
DUBAI PUBLIC PROSECUTION
-Manage large amounts of in-out bound calls.
-Supporting floor mates and team leaders in different taskswhenever needed.
-Handling Emails beside the calls.
-Dealing with different clients’ personalities and
situations.
-Identify and assess customers’ needs to achieve satisfaction.
-Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately.
-Answering screening and forwarding incoming phone calls.
-Receiving and sorting daily mail.
-Prepares asset, liability, and capital account entries by compiling and analyzing account information. -Documents financial transactions by entering account information.
"TRAINING"
-Trainee at SMEs department (Small to Medium Enterprises)
-Giving incentives such as help obtaining financing and favorable taxation.
