Experience

• 

  JM Financial Brokerage Company

  • Kuwait

  • Senior Customer Service

    • May 2022 - Present
    • Kuwait

    • Deposit and withdraw amounts from customers' trading accounts upon request.• Participation in the company's marketing campaigns.• Prepare different reports using Microsoft Office software.• Data analysis of reports using Excel.• Follow-up customers to their inquiries and the kinds of flaws they encounter when using the app• Create customer accounts and authenticate customer accounts after checking them• Training of new employees, follow-up of their career performance and submission of reports on the extent of their career performance and assist in the formulation of targets for individuals and teams.• Periodic assessment and review of time taken with each client.• Communicate with customers and follow up on all kinds of flaws they face until the flaw is resolved.• Answer questions from staff and provide guidance and feedback.• Anticipate escalation and take over calls when needed.• Measure performance with key metrics such as call abandonment, calls waiting etc.• Ensure adherence to policies for attendance, established procedures etc.• Keep management informed on issues and problems.• Assist in preparing Q&As in coordination with the marketing department• Prepare monthly/annual results and performance reports.• Ensure adherence to the company's policies and procedures• Coordinate closely with the communication department on the campaigns plans and tactics and share the information with his team.• Study well and organization structure and be able to know the departments responsibility and train his team on the calls management process.• Be able to create call center sales scripts in coordinate with the marketing department.• Analyze callers’ feedback on all issues and suggest improvement when needed.

• 

  Al-Sharq Financial Brokerage Company

  • Al Asimah, Kuwait

  • Senior Customer Service Representative

    • Jul 2013 - Jun 2022
    • Al Asimah, Kuwait

• 

  Sharq Financial Brokerage Co.

  • Kuwait

  • Senior Customer Service Agent

    • Jul 2013 - May 2022
    • Kuwait

    Work Experiences•• Responsible for handling near about 50 customer calls in a working day via the call center queue.• Handle the customer's inquiries, questions, and complaints regarding E-Trading service.• Served as Company Representative and E-trade Training for the sake of E-Trading service.• Serve support for trading software, clarify its features, train clients, and solve technical problems.• Dealing with KCC statements, follow trader's accounts (holdings and cash).• Updated clients with market index, stock prices, deals, bids and offers and stock details.• Communicate with customers in a variety of ways such as by, e-mail, telephone, WhatsApp, fax, or face to face.• Dealing with the software developers by email to follow up on issues and giving notes for new versions.• Following up with customers to meet their requirements and solve their issues.• Creating several kinds of excel and word reports.• Checking out the new contracts and data entry.• Checking the trading applications on iPhone, iPad, Android, and computer.• Learning about new products and delivering information to customers in an honest, educational, and helpful way.• Knowledge of basic mathematics that are related to my duty.• Creating a form to announce important information or upcoming events.• Supervising, monitoring, and reviewing all agents in the team.• Scheduling the work and assigning tasks.

• 

  Bahrain Exchange Company W.L.L. (BEC)

  • Kuwait
  • Financial Services
  • 100 - 200 Employee

  • Customer Service Representative

    • Oct 2012 - May 2013

    • Bahrain Exchange Co. / Kuwait Customer Support agentResponsibilities :- Money changing and international transfers.

  • Customer Service Representative

    • Oct 2012 - May 2013

    Money Exchange