Manager

• Aug 2022 - Present

Manager, Issue Resolution, CS & PSC

• Jan 2022 - Aug 2022

Customer Experience Manager

• Jan 2022 - Jan 2022

Manager

• Nov 2020 - Jan 2022

Team Leader

• Oct 2019 - Apr 2020

• Staffing, planning, and people management. • Reporting on team necessities & improvements to management. • Keeping daily, Weekly and monthly reports updated. • Resolving problems of team members • Updating team members on best practices & expectations. • Monitoring team members for quality control & compliance. • Scheduling regular training sessions (monthly or quarterly). • Developing & updating training materials for agents. • Maintaining updated records of training curricula. • Managing operational activities of contact center, workflow, work force optimization & cost management. • Recognizing high performance & reward accomplishments. • Working with stakeholders to develop & implement improvement suggestions, policies, work forecasting. • Training agents on call center etiquettes, product knowledge. • Conducting mock calls to develop interpersonal skills (negotiation, teamwork & conflict management). • Identifying individual & team skill gaps for service improvements. Show less

Team Leader

• Apr 2019 - Sep 2019

- Collect and distribute data among agents. - Sending daily, weekly and monthly reports. - Communicate clear instructions to team members. - Report on team necessities and improvement to management. - - Motivating team members to achieve sales target. - Resolving escalated situations. - - Monitoring live calls of agents to improve agent's call quality. - Assuring lead quality. - Recruitment and selection. - Training. - Collect and distribute data among agents. - Sending daily, weekly and monthly reports. - Communicate clear instructions to team members. - Report on team necessities and improvement to management. - - Motivating team members to achieve sales target. - Resolving escalated situations. - - Monitoring live calls of agents to improve agent's call quality. - Assuring lead quality. - Recruitment and selection. - Training.

Team Leader

• May 2016 - Mar 2019

Manage large amounts of incoming calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships of trust through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers Show less

Customer Care Executive

• Oct 2013 - May 2016

Global Marketing Executive

• Apr 2013 - Sep 2013

-Working with Marketing department. -Working with the Big Brand, Agency, Superstore, On line shop and Photographers. -Dealing with the E-commerce dept, Creative dept, Art dept,On line Marketing Manage and the person who is responsible for the post production dept. -Capable to maintain 10000 images per day. -We have 80+ Graphic Designers with 24/7 Nonstop Operation. -ITS MY JOB TO TAKE THE PRESSURE OF YOUR POST PRODUCTION WORK. -Working with Marketing department. -Working with the Big Brand, Agency, Superstore, On line shop and Photographers. -Dealing with the E-commerce dept, Creative dept, Art dept,On line Marketing Manage and the person who is responsible for the post production dept. -Capable to maintain 10000 images per day. -We have 80+ Graphic Designers with 24/7 Nonstop Operation. -ITS MY JOB TO TAKE THE PRESSURE OF YOUR POST PRODUCTION WORK.

Quality Assurance

• Apr 2012 - Mar 2013

Measuring all activities of call center employees. Monitoring phone calls. Providing training, coaching, feedback and assistance to call center representatives. Measuring all activities of call center employees. Monitoring phone calls. Providing training, coaching, feedback and assistance to call center representatives.

Careline officer

• Oct 2011 - Feb 2012

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Customer Relation Executive

• Oct 2010 - Oct 2011

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.