Customer Service Csr
Resume:
ASEEL AL JEROUSHI
Bilingual Customer Care / Call Center Supervisor
Contact
Address
Abu Dhabi, AZ
Phone
*****.******@*****.***
About Me
Successful Supervisor with 7 years of experience in administration. Proven ability to supervise various functions in busy environments. Able to maximize productivity and efficiency in various operations. Effective at prioritizing tasks and meeting deadlines. Organized and analytical in all business functions. Driven to achieve the best results for customers.
I seek challenging opportunities where I can fully use my skills for the success of the organization. Skills Highlight
Project management
Strong decision maker
Internal Auditing
Lead Development
Team management
Computer Proficient (Microsoft
Word, Excel, Outlook Express,
Power Point,etc)
Excellent communication
Multitask Management
Customer Satisfaction
Customer Relationship Management
Supervision
Creative and Complex Problem
Solving
Work Experience
Bilingual Patient Happiness Supervisor - 04/2015 to 12/2021 NMC Specialty Hospital / NMC Royal Medical Center, Fakih Center Abu Dhabi
• Assisting the general manager in organizing, planning and implementing strategy.
• Training staff in areas of customer service and company policies.
• Coordinating day-to-day operations.
• Ensuring that company guidelines are followed.
• Setting up and organizing schedules.
• Devising and setting up objectives to boost company productivity.
• Ensuring that goals and objectives are met.
• Maintaining a safe and clean work environment.
• Interviewing and recruiting new employees.
• Providing training to employees.
• Delegating tasks to employees.
• Supervising, leading and motivating employees.
• Reporting any problems or accidents to senior management.
• Filling in for senior management in case of their absence.
• Helping with monitoring and tracking operating costs, budgets and resources.
• Creating reports, analyzing, interpreting and presenting data.
• Working with clients .
• Monitoring customer and client satisfaction .
• Managing customer complaints and resolving their issues.
• Assisting with procurement of inventory and supplies.
• Supporting the general manager as needed.
• Supervised employee relationships and mentored junior team members.
• Managed a large numbers of emails and telephone calls daily and ensured maximum customer satisfaction.
• Worked in a vibrant environment and collaborated with team of customer relations professionals to meet the needs of the customers.
• Maintained accuracy of balances of cash, stock and inventory.
• Responded to customer questions and complaints, delivered fast, friendly, and knowledgeable service and was successful in retaining customer loyalty.
• Provided CSR performance feedback to initiate corrective measures and improve productivity as a result.
• Facilitated services by greeting customers, determining their orders, and accurately submitting those orders into the appropriate electronic system.
• Resolved and de-escalated customer complaints by solving issues quickly, achieving a high level of customer satisfaction.
• Implementing action resulted in high marks on quality assurance evaluation.
• Generated daily reports and recommendations for corrective actions to assist senior management in making decisions for improvements in operations.
• Consistently achieved top ranking for customer satisfaction, retention and referrals.
• Communicated with customers regarding [Product or Service] requirements and addressed and resolved customer issues.
• Communicated effectively to appease angry customers by suggesting the best ways to resolve service and billing issues.
• Managed daily customer service tasks, such as processing and issuing money orders, processing returns and exchanges and recording daily shipments.
• Provided customers with information about potential service upgrades, account changes, and new services available.
• Provided assistance to customers in order to complete sales transactions accurately and efficiently.
• Recognized and took advantage of opportunities to improve customer satisfaction to create repeat business.
• Enhanced service delivery by recommending changes to procedures and products in response to customer feedback.
• Conducted meetings with supervisors with the intent of resolving customer concerns, in-house issues and inventory needs.
• Efficiently resolved the issues of the customers phone calls received daily.
• Answered a large number of inbound calls daily and efficiently directed callers to correct individual or department.
• Provided translation services for a team to communicate with [Language]-speaking customers.
• Provided policies and procedures training to the new employees each quarter to increase their knowledge and performance.
Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
Strategizing and monitoring the daily activities of customer service operations.
Assisting customer service staff with duties where required.
Training staff in areas of customer service and company policies.
Managing cashier coverage and customer flow to ensure proficient customer service.
Monitoring and authenticating returns, exchanges, and voids.
Investigating and solving customer service complaints.
Assisting with the development and implementation of service policies, and explaining these to staff and customers.
Maintaining documentation pertaining to customer service department activities.
Performing additional duties where needed.
Consistently achieved top ranking for customer satisfaction, retention and referrals.
Communicated with customers regarding [Product or Service] requirements and addressed and resolved customer issues.
Communicated effectively to appease angry customers by suggesting the best ways to resolve service and billing issues.
Managed daily customer service tasks, such as processing and issuing money orders, processing returns and exchanges and recording daily shipments.
Provided customers with information about potential service upgrades, account changes, and new services available.
Provided assistance to customers in order to complete sales transactions accurately and efficiently.
Recognized and took advantage of opportunities to improve customer satisfaction to create repeat business.
Enhanced service delivery by recommending changes to procedures and products in response to customer feedback.
Conducted meetings with supervisors with the intent of resolving customer concerns, in-house issues and inventory needs.
Efficiently resolved the issues of the customers phone calls received daily.
Answered a large number of inbound calls daily and efficiently directed callers to correct individual or department.
Provided translation services for a team to communicate with [Language]-speaking customers.
Provided policies and procedures training to the new employees each quarter to increase their knowledge and performance.
Sales and Marketing Executive - 02/2014 to 03/2015 Advanced Facilities Company, Abu Dhabi
Increased exposure of company brands to maximize outreach by managing public relations and communications and followed government guidelines.
Identified strengths and weaknesses of company's market campaigns and compared results to company goals.
Determined strategies to add Coordinated marketing and sales promotions and IT processes to meet corporates sales numbers and profitability.
Collaborated with staff to implement new customer service initiatives to resolve issues and exceed goals set by team.
Awards& Certificates
NMC Model of Care -2016
Certificate of Excellence ( Employee of the Quarter )-2017
Execution Leadership -2018
NMC Model of Care -2019
Certificate of Commitment ( We are corona warriors )-2020
Certificate of Attendance ( Team STEPPS Training )- 2021
Certificate of Completion ( Quality and Patient safety )-2021 Education
Bachelor in English Language and literature
AL Balqa Applied University, Amman
Language
Arabic – Native
English – Fluent
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