Experience

Huff & Puff Burger Restaurant

• United Arab Emirates
• Food and Beverage Services
• 1 - 100 Employee

• E-Channels Manager

  • Jun 2020 - Present



Al Hilal Official

• United Arab Emirates
• Banking
• 700 & Above Employee

• Acting Manager

  • Oct 2009 - Jan 2019

  • Operational Performance:  Driving quality assurance across the contact center to ensure calls are handled in line with the organization brand promise and clients experience standards.  Setting quality standards and targets for incoming and outgoing calls across the contact center and  Developing effective quality assurance and monitoring programs.  Managing and updating knowledge management systems in line with quality standards and protocols. • People Management  Implementing and monitoring telephone and email scripts for Call Center Agents.  Developing and implementing protocols and procedures to listen to and monitor customer calls and apply measurement against quality standards and guidelines.  Introducing methodologies to measure and manage agent interaction quality and drive contact center calibration process.  Delivering the quality standard education programs across the contact center, to promote knowledge and awareness and ensure that consistent performance and results are achieved. • Call Center Setup & Redesign  Set up call center BRD (Business Requirement Document) and requirement in conjunction with call center international Standards.  Established, developed, evaluated and modified Contact Center Policies and Procedures in conjunction with the Bank overall development plan.  Ensure Vendors proposals are shared with Management team and all stakeholders for more screening and final decision.  Regular Meetings and workshops to finalize best option out of the proposals.  Participate and monitor business QC (Quality Control) & UAT (User Acceptance Testing) to ensure approved BRD are functioning prior life launching. • Relationship Management • Customer Experience Show less



Emirates Islamic

• Banking
• 700 & Above Employee

• Quality Auditor

  • Apr 2006 - Sep 2009

   Assist and support Supervisors and trainers with new CSR trainees during transition to the unit.  Provide follow-up support and ongoing development as needed to trainees.  Assist and support all customer service representative on re-training issues.  Assist with ongoing mentoring programs that promote employee career growth.  Prepare and distribute supplemental reference material for existing customer service staff.  Assist in continuous evaluation of the training program and report deficiencies identified while mentoring the trainees.  Work closely with Customer Service Audit Team to review and evaluate customer service calls for accurate information and proper customer service etiquette.  Assist with review of customer service logs and correspondence for accuracy, proper customer service etiquette, grammar and spelling.  Provide support and advise Customer Service Representatives on proper customer service procedures.  Identify error trends and assist with coordinating and educating staff for monthly re-training sessions including participating in one-on-one reviews with Customer Service Representatives and unit supervisor.  Assist the Training team when required and present the mentor program to trainees.  Silent monitor calls and provide feedback.  Assist with ancillary tasks assigned to the unit when required.  Investigating escalated calls via synopsizes  Training and coaching agents in order to follow Call Quality Protocols  Performing Mystery Calls and live evaluation.  Floor Supervision  Preparing a monthly report which record’s agent performance and scoring  Additional responsibilities and/or projects as necessary. Show less