Description
CAREER SUMMARY DU - EMIRATES INTEGRATED TELECOMMUNICATIONS COMPANY (PJSC). March 2014 to December 2015 Analyst - Premium Contact Centre Operations, Dubai Responsible to monitor across all line of business the net promoters score, Repeat call drivers, long calls, call drops and quality of service by monitoring calls for Premium Customers. Duty and Responsibilities * Analyze operational practices and develop procedures to meet and exceed productivity, efficiency and quality goals. * Meet service levels, performance management and ensure effective utilization of staff. * Manage the call center systems ensure efficient and accurate policy standards are met. * Monitor phone service quality levels on a highly integrated computerized phone system. * Manage customer service team and develop customer service standards. Investigate critical customer problems and find solutions. Communicate with customers via phone, email, or letter where required. * To ensure that the customer is contacted to confirm problem is resolved in order to ensure customer satisfaction * To continually develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes necessary to carry out the role and to achieve accreditation in relevant business skills. * To provide accurate reports on escalations to management and ensure timely update of the main reporting tool allocated for the reported issues * Sharing weekly/monthly report with the management with all the issues, solutions and achievements Associate - customer Relations Management - Du January 2013 - March 2014 Responsible for providing a solution for all Customer Complaints from the TRA, Media, Chamber of Commerce and the Management. Personal Assistant - Chief Strategy & Investments Officer - Du January 2006 - January 2013 Responsible for the management and administrative functioning of the office of the Chief Officer * Prioritize, plan and manage tasks. * Established and implemented administrative systems and workflow. * Interact with senior level authorities, both internally and externally * Establish and maintain the Filing Systems in a systematic, effective and continuous manner.
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