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Customer Service Support

Location:
Ajman, Ajman, United Arab Emirates
Salary:
17000
Posted:
November 12, 2017

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Aliaa Ali Abdullah Buqshan

ac29qh@r.postjobfree.com

+971506976497/ +971504822948

- Summary -- Customer Service Manager committed to deliver success through effective personnel and workflow management. Track record of developing a quality call center workforce. My everyday target is to offer a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. Combining my strong skills in the allied fields of business developments and use my IT knowledge to simplify the processes and save time.

Highlight

• High customer service standards

• Customer service management expertise

• Call center management experience

• Strong problem solving ability

• Telecommunications knowledge

• Quality and Reports

• Dedicated to process improvement

Accomplishment

• Best customer experience award Apr 2017

• Excellent to very good performance from 2014-2016

• Awarded for the best suggestion in DED suggestion system 2011

• Nominated and presented in two live TV talk show, presenting the contact center services.

• Applied for the Employment Excellent Award and got participation certificate.

• Being Part of the mystery shopper team, to monitor, evaluate and report all the business excellence member.

• Very Good Performance 2009, 2010,2011

• Awarded after three month of joining the DED as one of the best new joiner employee 2009

• Excellent Annual Performance 2007

• Very Good Performance 2006

• CSR of the month award (May 2006)

• Excellent Annual Performance 2005)

• CSR of the month award (December 2005)

Experience Landmark Group

Dubai, UAE

Customer Support Manager Jan//2017 till today

• Manage and oversee the operational and customer services’ responsibilities of the customer service department. This includes supervising Customer Relations management and staff Resources as well as managing and coordinating the workforce to ensure accurate and timely service delivery to our customers using various channels.

• Achieving and maintaining internal and external expectations and standards, positive customer satisfaction levels and employer group performance guarantees

• Take ownership of customers’ issues and follow problems through to resolution.

• Set a clear mission and deploy strategies focused towards that mission

• Develop service procedures, policies and standards

• Keep accurate records and document customer service actions, discussions, meetings and huddles.

• Analyse statistics and compile accurate reports

• Recruit, mentor and develop customer service agents and team leaders.

• Control resources and utilize assets to achieve qualitative and quantitative targets

• Maintain an orderly workflow according to priorities

• Supervise the floor team leaders and Quality team leaders to ensure the best customer service is provided considering the SLAs and SOPs.

• Working on developing the team members professional skills. Landmark Group

Dubai, UAE

Customer Support Quality Assurance Team Leader 10//2012 – Jan 2017

• Draft quality assurance policies and procedures for the customer support Team.

• Interpret and implement quality assurance standards for the customer support Team.

• Preparing the daily, monthly and yearly reports.

• Keep records of quality reports, statistical reviews and relevant documentation.

• Measures employee performance via recorded monitoring and case audits.

• Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.

• Providing daily, monthly and yearly reports.

• Providing work schedule ( timing, Breaks and off days) for the customer support operational floor based on business requirements

• Assists with development of the call center training and QA process

• Works on a variety of assigned special projects

• Escalate all complaints to the managements and follow up to assure the customer satisfaction.

• Managing and escalating complicated complaints.

• Network and system problems escalation, analysis and reporting.

• Coordinating with other departments to assure the customer satisfaction.

• Building and updating the customer support knowledge base.

• Involved in the CC IVR

Department of Economic Development

Dubai, UAE

Finance Senior Executive 1/2012 to 10//2012

• Review and approve invoices.

• Ensure that invoices meet the payment terms.

• Recording invoices in the system.

• Issuance of checks or bank transfers to an official of the work of the bank transfer.

• Official follow-ups with internal audit.

• Record monthly bill provisions and transferred to the official banks.

• Recording invoices and payments staff audit of the calculation of salaries.

• Accounting guidance Replace the petty cash.

• Respond to calls / delivery checks / responding to inquiries

• Record the wage bill and the transfer of salaries Department of Economic Development

Dubai, UAE

Contact Center Unit Head 10/2008 to 1//2012

• Implementing the VR and the call flow for both DEPE contact center/ Department of Economic Development contact center and consumer protection contact center Supervising and managing the contact center.

• Assure agents adhere to shifts, punctuality, and attendance.

• Escalate all complaints to the CEO and follow up to assure the customer satisfaction.

• Stress on the strengths and point out areas for the agents to improve staff competence/skills on a regular basis and coach/counsel them to enhance their skills/knowledge

• Assure that all staff has up to date information on all DEPE events, DED information and consumer protection information.

• Daily and monthly report for the SL and teams status.

• Side by side calls monitoring to call to ensure the quality and accuracy of calls and to report it to the quality team.

• Network and system problems escalation, analysis and reporting.

• Coordinating with other DED, DEPE and consumer rights departments Etisalat Customer Care Center

Ajman, UAE

Customer Care Representative & Acting Team Leader 8/2004 to 7//2008

• Supervising and managing external customer services (Dubai E- government) section, a team of 15 staff.

• Supervising and managing external customer services (Federal E- government) section, a team of 10 staff.

• Make sure that the set targets for DEG services are achieved on a monthly basis.

• Assure agents adhere to shifts, punctuality, and attendance.

• Make sure that all staff provide customer support in a courteous and efficient manner and ensure that all complaints/enquiries are handled in a timely and professional manner.

• Stress on the strengths and point out areas for the agents to improve staff competence/skills on a regular basis and coach/counsel them to enhance their skills/knowledge.

• Assure all staff have up to date information on all DEG services by providing/arranging necessary training.

• Handling cases and customer affairs for Dubai E-Government (DEG) portals and the related departments' online services

• Handling the UAE Federal government enquiries regarding the ministries E- services. Developing the DEG knowledge database "Intranet.

Education Bachelor Computer Engineering Sharjah University 2004 Certificate Telephoning Skills Etisalat Academy

Certificate Enhanced Self Confidence through Communication - Etisalat Academy Certificate Telephoning Skills Etisalat Academy

Certificate Advance Communication Certificate

Belbin Team

Etisalat Academy

Books Read Getting Real by 37signals.

Time Management by Marc Mancini

Writing That Work by Kenneth Roman and Joel Raphaelson Improve Your Communication Skills by Alan Barker

Reference Ibrahim Saleh Coordenator General Deputy CEO, DEPE, 050******* Osama Kanan Senior Manager Customer Support,050*******

Additional Information

• Gender : Female

• Marital Status : Single

• Nationality :Yemen

• D.O.B : 24-Nov-1979



Contact this candidate