To excel and step up in a career in Office Administration / Customer Service that would enable me to utilize and master my education and skills and at the same time acquaint myself with new techniques and information that would aid my growth and allow me to contribute to the company.
Overview
12
12
years of professional experience
Work History
Call Centre Team Leader/Assistant Customer Service Supervisor
Emirates Driving Institute
09.2014 - Current
Team Leader Supervision & Customer support in Call centre Department
Monitor the day-to-day activities of the call center employees
Help hire, train, onboard, and coach employees
Motivate call center employees to focus on excellent patient satisfaction by handling complaints, answering questions
Answer call center employees’ questions regarding best practices or dealing with difficult patients
Help lead all training and onboarding initiatives; create all training materials and shadow clinic staff to ensure a thorough understanding of clinic processes
Train staff on the key aspects of each department and clinic to assist patients without transferring calls
Understand the intricacies of the daily duties of call center employees to be able to assist in absences
Ensure daily policies and procedures are being adhered to continuously
Work with the management team to support employees and maximize customer satisfaction
Handling website emails, chats & call backs
Obtain possible customer leads
Help collect and analyze call-center statistics (customer service metrics, etc.) to assist management as they determine call center goals
Monitor and improve telephone handling and other procedures
Help oversee Call Center agents working in-person and remotely
Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
Monitor and improve ordering, telephone handling and other procedures
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
Customer Service Officer
Just Dial Ltd
12.2012 - 05.2014
Education
Bachelor’s Degree - Commerce {B. Com}
Mumbai University
03.2012
Skills
Proper phone etiquette
Demonstrated proficiency in typing and grammar
Knowledge of relevant software computer applications and equipment
Knowledge of customer service principles and practices
Effective listening skills
Willingness to co-operate with others and work to the greater good
Multi-tasking capabilities
Projects Worked
Sharjah Driving Institute and Fujairah National Driving Institute, Took knowledge of the file opening process and training schedule for all the training & testing vehicles., Gathered information about the licensing process through Traffic department and Ministry of Interior., Developed an information portal for the company to exercise on day to day transactions.
Administrative Skills
Opening traffic file in RTA and registration for applying driving license
Verify and scrutinize all the documents to determine the eligibility for opening file
Generate customer inquiry and leads to follow up for future date
Allocating cash and preparing daily receipt denomination
Scheduling students driving classes and allocating suitable instructors
Booking the required test of the students
Issuing clearance after passing the final test to get the license
Generate customer registration report to get details of business inflow
Knowledge Of Work Applications And Softwares
Genesys & Sprinklr: Cloud-based and on-premises customer experience and contact center software (Emails, Chats & Calls)
Avaya: Enabling businesses to draw multi-platform call centers to multimedia, multi-site contact centers
Genio: Search and database engine
Skills And Knowledge Qualifications
Proper phone etiquette
Demonstrated proficiency in typing and grammar
Knowledge of relevant software computer applications and equipment
Knowledge of customer service principles and practices
Effective listening skills
Willingness to co-operate with others and work to the greater good