Call Center Supervisor
Reem Hospital
Total years of experience :12 years, 2 Months
● Leading Omni channels contact center plus nurses Team.
• Managing +40 Listing and lead generation staff.
• Establishes listing objectives by forecasting and developing annual listing and lead generations quotas for regions and territories.
• Perform as primary liaison to Sales, Lease, Marketing, IT and various departments as required.
• Ensure to grow and assist revenue targets along with future growth targets.
• Execute and manage Client Relationship supports officers.
• Coordinate with Marketing to develop collateral, outbound marketing efforts and website updates.
• Implements promotional events to increase sales & leasing volume.
• Resolve complex customer requests or complaints.
Assist in the formulation of targets for individuals and teams Hire and onboard new employees Answer questions from staff and provide guidance and feedback Anticipate escalation and take over calls when needed Devise ways to optimize procedures and keep staff motivated 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 Prepare monthly/annual results and performance reports
Assist in the formulation of targets for individuals and teams
Hire and on board new employees
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
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
Prepare monthly/annual results and performance reports
Walk through all the procedures and steps to set up new license with a telecommunication activity with TRA
Handling complaints and queries regarding Service providers DU & Etisalat.
Update customers on the status of their queries and request of the Authority or the TRA
Also responsible for advising and guiding client through their services request on the client portal (renewal license, customs clearance, telecom equipment registration etc.)Dealing with complaints and claims from clients or individuals.
Walk through all the procedures and steps to set up new wealth management, capital market & banking, Business relation or either business entities within the DIFC Handling complaints and queries regarding Companies registrar, government services and real property registrar Update customers on the status of their queries and request of the Authority or the DIFC courts cases Dealing with DIFC courts law firms, law practitioner and individuals. Also responsible for advising and guiding client through their services request on the client portal (renewal license, annual returns, change of directors etc.) Dealing with all retails client’s queries and needs.
Dealing with complaints and claims from clients or individuals.
show room leader
marketing agent and PR agent to follow with on going offer and the completed offer, as Marketing agent i promote for our manufacturers and suppliers main products and receive the RFQs from clients handling and deliver it to the Manufacturer, then following up till the offer bid, then prepare the invoice, sometimes i do logistic tasks as handling transportation issues, packing and shipping.
handle a high volume of customer service telephone inquiries. \nmanage and resolve a variety of customer issues, complaints and requests. \nprovides product information and company services and processes order requests.
Promoting Polo Frenzy's special offers to the companies and co-operations by providing opportunities for purchasing multiple and convenient to enable every individual in any institution to have it's Polo Frenzy product.
the senior year graduation project with Schlumberger Overseas Sudan in Water Management from December 2010 till August 2011 supervised by:
Mr. Jichao Chen Reservoir Domain Champion, Wireline, Schlumberger Overseas Sudan.
benefits: PlT interpretations and familiar with Emurade soft ware.
Selling Polo Frenzy's Products to the walking customers in one of the polo frenzy's braches around the capital Khartoum.
Practical training course in the following fields: drilling operation, casing and cementing operations, wireline and mud logging operations, well completion (ESP) and workover (PLT).
2.4 considering as the second second class of honor. - Selected to compete in PETRONAS ANNUAL scholarship (2009). -Selected to present Sudan in an international Petroleum Conference (ADIPEC) Abu Dhabi, UAE, 2010. http://www.spe.org/events/adipec/pages/schedule/StudentList.php -Attended and Participated in ADIPEC UAE, 2010. - Did a Research in Corporate Social Responsibility (CSR) with different nationalities through the Internet then Presented in The SPE Middle East Annual Education week UAE, 2010. -Student Trip to Schlumberger Middle East and Asia Learning Center inaugurated in Abu Dhabi, UAE November 2010. -Member in Society of Petroleum Engineers (SPE) (ID No.3416317). - SPE Sudan student chapter technical committee (2007-2008). - Programming committee for SPE Sudan student chapter academic week 2009. - Stage presenter of_ SPE Sudan student chapter academic week 2009. - Vice president of SPE Sudan student chapter (2009-2011).