Forouzan Ali
Houston,TX
Summary
Experienced Customer support Lead with over 14 years of experience in different industries.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Support Lead
Ajar
Dubai, United Arab Emirates
04.2022 - 08.2022
- Tracked changing software and technologies with potential to impact customer requirements
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered excellent customer service, resulting in consistent 91% customer satisfaction rating
Customer Support Manager
Cummins Middle East
Dubai , United Arab Emirates
07.2018 - 08.2019
- Established the first Cummin middle East Support Center leading the project team from inception through the launch.
- Expanded the operation of support center with proper alignment to aftermarket vision.
- Maximized productivity by supervising, mentoring and scheduling team of 8 customer support personnel to meet organizational and operational objectives
- Maintained and promoted an effective open-door policy by developing an excellent working relationship with employees, co-workers and senior management
Call Center Manager
Trafalgar Properties
Dubai, United Arab Emirates
07.2017 - 02.2018
- Collected and analyzed call centre statistics (sales rates, costs, customer service metrics etc.) and evaluated performance against key metrics. Prepared reports for different departments and senior management.
- Trained new starters on both product knowledge and customer service skills.
- Hired, coached and provided training to personnel to maintain high customer service standards.
- Conduct C-sat (Survey) to ensure quality control & to enhance customer experience.
Call Center Manager
Holiday Factory
Dubai, United Arab Emirates
05.2014 - 01.2015
- Built new call center from scratch including setting up technical requirements, hiring a customer service team, setting budgets and purchasing equipment.
- Creating marketing presentations for stakeholders
- Handling SLA target and handling MIS reports (Weekly call centre performance & sales lead submission)
- Increase sale by 10%
Customer Support Team Leader
Emirates NBD Bank
Dubai, United Arab Emirates
04.2005 - 10.2013
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution
- Generated, compiled and distributed reports of sales leads and up-sell opportunities
- Managed department call volume of around 1000 calls per shift and coordinated department schedules to maximize coverage during peak hours
- Direct managing of 25 senior call center representatives ,monitoring performance and KPI
Education
Diploma - Business Administration
SRI
Australia 03.2021
Certificate Elements of Artificial Intelligence - Artificial Intelligence
University of Helsinki
Finland, MN07.2019
International High Diploma - Computer And Information Sciences
National Computer Center Academy
Dubai 09.2008
Skills
- Coaching & Team Management
- Customer Relations
- Telesales & Telemarketing
- Staff Training & Development
- Process Improvement
- Sale Performance Management
- Recruitment & Hiring
- Leadership
- Forecasting & Projections
- Organizational Development
- Problem Solving
Timeline
Customer Support Lead
Ajar
04.2022 - 08.2022
Customer Support Manager
Cummins Middle East
07.2018 - 08.2019
Call Center Manager
Trafalgar Properties
07.2017 - 02.2018
Call Center Manager
Holiday Factory
05.2014 - 01.2015
Customer Support Team Leader
Emirates NBD Bank
04.2005 - 10.2013
Diploma - Business Administration
SRI
Certificate Elements of Artificial Intelligence - Artificial Intelligence
University of Helsinki
International High Diploma - Computer And Information Sciences
National Computer Center Academy
Similar Profiles
Muhammad RaybalMuhammad Raybal
Content & Social Media Manager at Ajar InstituteContent & Social Media Manager at Ajar Institute
Gustavo SanchezGustavo Sanchez
Safety Technician at HardHat Workforce Solutions Inc.Safety Technician at HardHat Workforce Solutions Inc.
Chinedu EzeaChinedu Ezea
Real Estate Broker at A Maximus RealtyReal Estate Broker at A Maximus Realty