· Apr 2008 up till now
· Organization: Mena Business Services FZ-LLC
· Position: Call Center Supervisor “AccountsManager”
· Handling below Projects:
· RERA “Real Estate Regulatory Authority”, Fujitsu, Red Crescent, DHA.
ü Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
ü Provide the team with a vision of the project objectives
ü Motivate and inspire team members
ü Lead by setting a good example (role model) - behavior consistent with words
ü Coach and help develop team members; help resolve dysfunctional behavior
ü Facilitate problem solving and collaboration
ü Strive for team consensus and win-win agreements
ü Ensure discussions and decisions lead toward closure
ü Maintain healthy group dynamics
ü Intervene when necessary to aid the group in resolving issues
ü Assure that the team members have the necessary education and training to effectively participate on the team
ü Encourage creativity, risk-taking, and constant improvement
ü Recognize and celebrate team and team member accomplishments and exceptional performance
ü Focus the team on the tasks at hand or the internal and external customer requirements
ü Coordinate with internal and external customers as necessary
ü Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
ü Assure that the team addresses all relevant issues within the specifications and various standards
ü Provide necessary business information
ü Serve as meeting manager or chairman
ü Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel
ü Ensure deliverables are prepared to satisfy the project requirements, cost and schedule
ü Help keep the team focused and on track
· Jul 2004 up till march 2008
· Organization: Cupola Teleservices FZ-LLC
· Position: Team Leader
Working in Cupola Teleservices as a Customer Service Team Leader (Canon FZ-LLC)
Customer Service Executive
· Technical Support and IT Help Desk.
· Doing calls sometimes if it’s necessary for other campaigns (Telesales)
· Controlling the quality of the calls and the service level (KPI)
· Reporting to the account manager
· Having a direct contact with the client.
· Answering emails of the customers and solving the technical matters.
· Following up with the customers.