Customer Service Information

Professional Experiences

Provided direct supervision of a team of 10+ CSRs.

Set expectations, analyzed and managed performance, monitored schedule adherence, and motivated performance.

Monitored representatives for Q&A and attended client calibration sessions

Provided coaching, development, and two-way feedback to motivate a high performance and productivity.

Analyzed all areas of opportunity to develop, document, and implement employee action plans for performance.

Handled escalated calls to resolve concerns and complaints

Track and monitor call center KPIs and METRICS

Communicating the company s purpose, core values, vision to the front employees

Update the team with the last update which comes through the client

Creating sense of ownership within the employees and resolving employee issues, if any

Looking constantly for development as well as continuous improvement for the entire team

Motivating and inspiring the team to surpass their potential. Customer Service Team Leader May. 2018 - until now Doha, Qatar **************@*****.***

Experienced and Highly motivated Customer Service Team Leader/Senior Rep with over five years of progressive career experience in call center environments. Cross-trained sales professional with strong leadership abilities and unrelenting commitment to customer satisfaction. Has excellent supervisory and communication skills. Brings an associate’s degree in Business Management along with strong experience. Bilangual speaker of English & Arabic. Personal Skills

Excellent communicator

A good coach

Proactivity

Attention to details

Flexibility

Accountability

Personal Statement

Skills

Nationality : Tunisian

+974 - 50741079

Doha, Qatar

Mouhanned Hnaein

Customer Service Team Leader

Bilingual Speaker

Languages: Arabic: native language French: fluent English: fluent Computer Skills: Microsoft Office (Word, Excel, PowerPoint and Outlook) linkedin.com/in/mouhanned-hnaien

Leadership Qualities

Motivation

Empathy

Positivity

Commitment

Strategy

Decision-Making

Vision & Mission

Service

Loyalty

Honesty

Integrity

Credibility

Consistency

Rais is a pioneer in the

marketing of household

appliances and air

conditioning products,

bringing convenience

and life improvement

both to Qatar and to

international markets.

Generalco Alrais Group

Duties & Responsabilitis

Mouhanned Hnaien

High School

I hereby declare that above-mentioned information is correct to the best of my knowledge and belief.

Alshaya Group Handling any customer complaints.

Responding to customer email or telephone inquiries.

Ensuring high quality and accuracy of work from call center staff.

Putting together daily performance reports for senior managers.

Liaising with the Call Center management team to monitor the effectiveness of service policies and practices.

Troubleshooting any operational problems.

Tracking the number of inbound calls.

Being visible at all times to all call center staff.

Presenting commendations and awards to staff.

Answer Customer Questions through Phone and Email. Senior Customer Service Agent Dec. 2016 - Jan. 2018 Doha, Qatar Duties & Responsabilitis

Alshaya Group brings

great shopping, dining,

leisure and hospitality

experiences to millions of

customers across the

Middle East & North

Africa, Russia, Turkey,

Europe and beyond.

Customer Service Advisor Sep. 2015 - Sep. 2016 Doha, Qatar Duties & Responsabilitis

Retaj Holding Group

Retaj started in 2004

with a successful path in

Qatar, in which it has a

diversity of business such

as the real estate, and in

a small period of time

Retaj became a vital

player in in the real

estate industry in Qatar.

Serves customers by providing product and service information and resolving product and service problems.

Attracts potential customers by answering product and service questions and suggesting information about other products and services.

Opens customer accounts by recording account information.

Maintains customer records by updating account information.

Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Maintains financial accounts by processing customer adjustments.

Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Call Center Representative Jun. 2014 - Jun. 2015 Dubai, Emirates Duties & Responsabilitis

Serves customers by providing product and service information and resolving product and service problems.

Attracts potential customers by answering product and service questions and suggesting information about other products and services.

Opens customer accounts by recording account information.

Maintains customer records by updating account information.

Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Maintains financial accounts by processing customer adjustments.

Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Atlantis The Palm, Dubai

is a luxury hotel located

atop the Palm Jumeirah

in the United Arab

Emirates. It was the first

resort to be built on the

island and is themed on

the myth of Atlantis but

includes distinct Arabic

elements.

Atlantis The Palm

Dubai

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