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Customer Service Management

Dubai, DU, United Arab Emirates
April 16, 2016

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J. Kauser Begum

Contact No: 056*******

Email Address:

Marital Status: Married

Languages known: American English, Hindi, Urdu


Personal abilities

Strong communication skills in written and spoken English. Good public relation and flair to learn

anything pertaining to my field and my interest, adaptability to change and good interaction with

fellow workers at all levels., To add value to my personal skills and use them to enhance my

professional career.

Strategic and energetic in the management field. Planned organized and implemented instructional

programs as well as keenly observed, evaluated, encouraged and provided feedback on staff

performance and development. Maintained discipline in accordance with the rules and disciplinary

systems of the company. A tireless motivator, entrepreneurial spirit, and innovative solution finder

coupled with strong instructional, time management and office management skills.

Professional Experience

Logicom Distribution Sep 2015 - March 2016


Call Centre Specialist

Making outbound calls for promotions, Campaigns and Telemarketing.

Leading and motivating the Call Centre Team for their best performance .

Responsible for all the reports for the Call Centre, i.e. event, Campaign and promotion reports.

Maintaining a monthly calendar schedule for the all the call centre agents .

Planning and following up for the incentives for the campaigns .

Keeping a track and planning the SOP for the call centre . Provide status reporting of team

activities against the program plan or schedule .Keep the project manager and product committee

informed of task accomplishment, issues and status. Serve as a focal point to communicate and

resolve interface and integration issues with other teams. Escalate issues which cannot be resolved

by the team. Provide guidance to the team based on management direction. Responsible for the

overall performance of the call centre.

My strength in this area are




Good communicator

Energetic and versatile

Adaptable and able to explain things clearly.

Responsible for the overall development of the call centre.

Motivate and inspire team members

Facilitate problem solving and collaboration

Recognize and celebrate team and team member accomplishments and exceptional


JSS Private School Al Safa, Dubai June 2014 - June 2015

Primary Teacher

Planning lessons

Teaching core subjects according to the curriculum

Marking and assessment vide FA's and SA's

Using class resources effectively

Monitoring the development of individual students

Assessing skills and knowledge through tests and assignments

Communicating with parents and administrative staff

Contributing to school events

My strength in this area are




Good communicator

Energetic and versatile

Creative and INTERESTING

Adaptable and able to explain things clearly.

Ensign Equipments (P) Ltd., Bangalore January 2010 - March 2014

Office Administrator

Producing documents, briefing papers, reports and presentations.

Experience of managing a team of up to 15office staff members.

Organising and maintaining diaries and making appointments.

Staff administration including holiday and sickness tracking.

Assisting with the preparation of the monthly management accounts.

Monitoring of staff timesheets time in lieu and holidays.

Organising meetings and ensuring senior managers are well prepared for them.

Maintaining & developing the office filing systems both on paper and computer.

To identify, plan and execute implementation of new business streams.

Ensuring that any concerns or complaints are dealt with appropriately.

Involved with recruitment; dealing with ad responses, sourcing potential candidates and

arranging interviews.

My strength in this area are :

providing clear management and leadership

Good office management skills and computing skills

Organising maintenance of systems, document records, space management

Ability to come up with own ideas to take the company forward

Experience of forward planning and team management.

Report monthly on office progress, identifying areas of concern or improvement

DELL INTERNATIONAL SERVICES September 2004 November 2009

Senior Technical Associate (TSA) (Tech support- Canada, Id - 813719)

Dell Inc. is an American multinational computer technology corporation based in Round Rock,

Texas, United States, that develops, sells, repairs and supports computers and related products and

services. Bearing the name of its founder, Michael Dell, the company is one of the largest

technological corporations in the world

Responsible for supporting all aspects of end user Information Systems support including backend

system and services support in the Canada office.

Essential Responsibilities:

Perform remote and desk-side, on-call, telephone and operational support of PC based

information technology. This includes diagnosis, problem resolution, escalation, and

follow up with customers on their specific requests.

Participate in and create Helpdesk and personal computer policies, standards, procedures

and work instructions for implementation and on-going support of in-house customers.

Utilize tools (Quest and others) to monitor infrastructure for basic availability of key

systems and technologies.

Prepare and implement schedules, status reports and milestones for assigned


Interface with all other support team members to ensure smooth operation of the desk-side

support environment.

Prepare personal computer or related technical documents as required.

Participate in training activities as applicable.

Customer Service Associate (Out Bound)

Maintain working knowledge of Quest standard microcomputer software and project

related packages.

Maintain current knowledge of basic personal computer repair, upgrade and support


ICICI OneSource May 2003 August 2004

ICICI OneSource, currently known as First source is a leading global provider of business process

outsourcing (BPO) services offering a wide range of services across banking and financial

services, telecommunications and media and the healthcare industry.

answer calls professionally and respond to customer inquiries

research required information using available resources

handle and resolve customer complaints

provide customers with product and service information

enter customer information

process orders, forms and applications

identify and escalate priority issues

route calls to appropriate resource

follow up customer calls where necessary

complete call logs

produce call reports

Personal Information

Husband's Name : Syed M. Barakat

:4th October 1976

Date of Birth

Education : Pre-University College (Chemistry, Biology, ComputerScience)

: Diploma in pre and primary school (TESOL - UK)

Pursuing graduation in BA English Annamalai University

Nationality : Indian

Visa Status : Dubai Residence Visa (Under Husband)

I hereby declare that the above information is true to the best of my knowledge

J Kauser Begum

Date :

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