Mrwan Kazamel
Call Cent Supervisor at Roads & Transport Authority - Sharjah- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
Arabic Native or bilingual proficiency
-
English Professional working proficiency
Topline Score
Bio
Credentials
-
Train the trainer certificate
-
Experience
-
Roads & Transport Authority - Sharjah
-
United Arab Emirates
-
1 - 100 Employee
-
Call Cent Supervisor
-
Nov 2016 - Present
• To supervise the professional greeting of clients and visitors, to the highest standards.Sharjah RTA United Arab Emirate/Sharjah October 2016 till recent Time Call center Agent : October 2016 to July 2017 Answer calls handle customer inquiries according telephone etiquette & standard. Handling and operating icap Customer Service System as well. Receiving & handle customer complain &submitting all of inquiries on css . Maintained customer record by updating account information. Assigned all daily responsibilities and monitored reservation taken by call center agent. Maintained an end of shift report for management review. Handling CRM Reports analyzing generated data daily in formal reports for management review. Call center supervisor : August 2017- Till Now Handling & be in charge of running and managing call center daily operation. Monitor all calls to ensure that is as per the procedures and quality standards. Submit regular &daily report for management making anew segregations to improve performance. Resolving &handle all problems, complains by clarifying issues researching answers alternative .solutions. Make sure that client are happy & satisfied all time by avoiding prompt response and solution’s to their challenges. Facilitate and organize training session for all agents. Show less
-
-
-
-
Duty Manager
-
May 2013 - Aug 2013
Handle guest complaints and other related problems and reports on the Assistant Manager’s log book Co-ordinate with all departments concerned in order to maintain Front Office functions properly. Greet the VIP guests of the hotel, as directed by the Front office Manager, Prepare and check for VIP’s arrival and escort guests to rooms, Performs special services for VIP Guest’s. Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior. Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests. Give the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows Operate the front office computer system (Opera) in order to assist front office attendants. Checks group department, fit and ensure switchboard makes appropriate wake up calls. To discuss all matters that needed to follow up with the next shift Reception Manager. Show less
-
-
Front Office Supervisor
-
Nov 2011 - Apr 2013
Follow and addresses guest concerns, supervise the professional greeting of clients and visitors, to the highest standards. Ensure that the night auditing is carried out effectively and efficiently. Ensure effective communication flow between all departments. Ensure proper performance of all associates in the hotel and takes corrective action when necessary. Keep informed on emergency procedures and ensure all staff is fully aware of same. Administers procedures and keeps informed on the registration and room assignment of guests, message handling, telephone operations and acceptance of reservation. Perform regular room inspections and of all public areas to ensure that standards are met. Monitor room status during full occupancy and communicates with Housekeeping and Mini Bar Attendant on pertinent matter. To manage room reservations ensuring that the bookings team are processing all enquiries accurately. Assist in checking alarm systems, safety and fire equipment systems and closely monitoring security of building doors, service areas and delivery areas. Show less
-
-
Receptionist & Front Office Cashier
-
Jul 2011 - Oct 2011
Welcome guests and explain hotel's facilities, Validate and posts to respective ledgers, payments of outstanding accounts or deposits from Hotel guests made in person or through collectors in a polite and friendly manner. Handling Guest's requests and Complaints. Reports daily activity on log book, ensure that Service quality is up to standard Inform superior of any guest comments either positive or negative, with regard to the Hotel and its service. Performs related duties and special projects as assigned. Show less
-
-
Sales and Reservation
-
Jan 2011 - Jun 2011
Identifying new contacts and developing sales leads. Ensuring enquiries become confirmed business. Upselling where possible. Producing written quotations and confirmations. Checking customer satisfaction and resolving any issues to ensure repeat business. Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral. Creates and maintains reservation records by date of arrival and alphabetical listing. Ensure special handling of repeats guest and very VIP guest. Responsible for recording Company/Travel Agent Rates both in system and correspondence file. Show less
-
-
-
Sonesta Beach Resort
-
United States
-
Food and Beverage Manufacturing
-
1 - 100 Employee
-
Assistant Housekeeping Supervisor
-
Jun 2009 - Jan 2011
Holding meetings with Housekeeping staff to discuss their job functions. Listening to, understanding, and clarifying guest concerns.Inspecting the cleaning and servicing of guestrooms and public areas. Approaching guests in an attentive, friendly, courteous and service-oriented manner. Making sure that all Guest Rooms have appropriate supplies and linens in them. Maintaining guest confidentiality at all times. Ensuring that rooms and bathrooms are cleaned on a daily basis.Inspecting guest rooms and guest areas. Supervising the disposal of trash and waste. Directing housekeeping staff to ensure a high standard of cleanliness in all public areas. Delegating work to meet business objectives and goals. Maintaining a high standard of personal appearance and grooming. Vacuuming carpets and mopping and sweeping tile floors. Training up new housekeeping staff. Maintaining an inventory of guest room and housekeeping supplies. Complying with all health and safety standards. Maintaining key control. Show less
-
-
-
Four Corners Restaurant
-
United States
-
Appliances, Electrical, and Electronics Manufacturing
-
Head Waiter of Orders
-
Apr 2004 - Mar 2007
Coordinated with restaurant manager and performed all service as per requirement. Assisted all restaurant managers and organized various events to keep up the morale. Evaluated the wine list and provided consultation in pairing to all clients. Maintained a neat and clean restaurant area at all times. Ensured compliance to all fire regulations and hygiene level required in the restaurant. Provided training to junior staff members in coordination with manager. Coordinated with restaurant manager and performed all service as per requirement. Assisted all restaurant managers and organized various events to keep up the morale. Evaluated the wine list and provided consultation in pairing to all clients. Maintained a neat and clean restaurant area at all times. Ensured compliance to all fire regulations and hygiene level required in the restaurant. Provided training to junior staff members in coordination with manager.
-
-
Education
-
Cairo University
Bachelor's degree, Tourism/Hotel Studies
Community
