Customer Service Technical Analyst
Resume:
**************@*****.***
*****.************@*****.***
Alabastro Street Brgy. Santa
Ana Malate Manila
Management
Quality Analyst
Technical Analyst
Customer Service
Team Leadership
Bachelor of Arabic Language
Islamic University, Libya
Islamic University, Libya
Masters in Arabic Language
2010 - 2013
2013 - 2014
EDUCATION
EXPERTISE
ABOUT ME
Responsible and driven-results minded with passion for development, building strategic results and outputs from high-performing teams to pursue a collective goal. Operational success driven, confident in ability to impact success of all levels of an organization. WORK EXPERIENCE
English
Arabic
LANGUAGE
ABDULLAH MULUK
B i l i n g u a l S p e a k e r E n g l i s h / A r a b i c - C S R T r a n s l a t o r / I n t e r p r e t e r
Bilingual Arabic/English Team Lead - CSR
Jan 2018- July 2023
24-7 Intouch l Araneta Center Cubao, Quezon City
Reviewing mobile application programs settings which includes both Arabic and English translation and on hands functions.
Technical Analyst - Bilingual Arabic/English
2018 - 2018
Accenture l Bonifacio Global City
Translator/Interpreter Arabic-English
Jan 2013-Dec 2014
Embassy of Malaysia in Tripoli, Libya
Direct secretary to the Chargé d'affaires and at the same time the Translator/Interpreter to the Embassy for both Arabic/English. This role includes translation of legal documents, news letters and other documents. 1. Team Management
Supervision: Oversee daily activities and performance of the team. Scheduling: Create and manage work schedules.
Training and Development: Conduct training sessions for team members. 2. Performance monitoring and improvement
Performance metrices: Weekly reports that contains the results of the production. Feedback and coaching: Weekly coaching for continuous monitoring. Performance reviews: Quarterly performance reports of team members. 3. Operational management
Quality Assurance: Quality standards are met.
Process Adherence: Procedures followed, company policies. Issue resolution
4. Customer Service Excellence
Customer Interaction
Customer Satisfaction
5. Reporting and Analysis
Data Analysis: With the usage of the tool (Salesforce), this is vital. Reporting: Reporting directly to the Operations Manager. Action Plans: Plans made for those low quality performers; their improvement. 6. Motivation and Engagement
Team motivation: Daily virtual meet since the team was still work from home. Conflict resolution: To assure healthy environment and workplace. Engagement Activities: Monthly fun activities provided by the company. 7. Compliance and Risk Management
Compliance: Ensure adherence to legal and regulatory requirements. Risk Management: Identify potential risks in Operations.
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