Walid Bouzidi

www.malomatia.com

MOTC Bldg. (Ministry of Transport & Communication former ICT )

Working on different projects::
PHCC: Primary Health Care Corporation
MOPH: Ministry of Public Health
MCI: Medical Commission
Food Safety Department

• Lead and manage a team of call center agents in customer service to deliver awesome customer satisfaction and to achieve the SLA.
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
• Monitor calls, Staff Coaching.
• Provide the status of a daily-Monthly project to the line management.
• Agents’ attendance report & agents’ daily performance, Monthly KPIs.
• Develop strategies to promote team member adherence to company regulations and performance goals.
• Assist management with hiring processes and new team member training.
• Support (Quality, WFM, etc...) teams. Maintain administrative details for the team. Ensure CSRs at-tends work regularly.
• Act management duties when the manager is absent or out of office.
• Daily Analyzing Project status and define solutions - Plans if need.
• Test the handled channels daily.
• Manage and report(CSRs) and their daily performance ( Daily-Monthly).
• Evaluate the Quality of team members’ interactions.
• Lead and train (CSRs) to develop their skills.
• ensure agents awareness of the updates.
• Follow-up on the team quality.
• Conduct coaching sessions and action plans.
• meet the quality-of-service set KPIs.
• Achieve the assigned project KPIs.
• Ensure alignment (internally and with clients ).
• Conducting issues root cause analysis and recommending solutions.
• Coordinate with WFM to plan the staff schedule.
• Respond to clients and back-end escalations If Any.
• Respond to the customer’s escalations If Any.
• Answer calls during rush and peaks.
• Other duties and/or tasks when required.

• Ensure that there is an adequate workforce to handle back-office tasks, such as data entry, document processing, and administrative support.
• Quality Assurance: Implement quality assurance programs to monitor and improve the quality and accuracy of back-office work. Develop and track key performance indicators (KPIs) to measure and report on the performance of the back-office team.
• data management practices to ensure data accuracy, security, and confidentiality. Implement data retention policies and procedures as needed.
• Collaborate closely with the front-line contact center teams to ensure smooth information flow and problem resolution.
• Communicate effectively with other departments and stakeholders to align back-office operations.
• Customer Experience Enhancement: Work collaboratively with customer service teams to improve the overall customer experience by ensuring that back-office processes support customer needs.

• IPO : the initial public offering of Qatar aluminum manufacturing company (Qamco)
• Completed data entry tasks with accuracy and efficiency.
• Maintained files, records and chronologies of entry activities.
• Scanned documents and saved in database to keep records of essential organizational information.
• Corrected data entry errors to prevent duplication or data degradation.

• Answers day to day inquiries regarding bank accounts, personal loans, auto loan, credit cards and ATM cards and all the facilities the bank offers such as iBanking, Phone Banking.
• In-charge of processing the entire request received such, deferment of loan payment, credit card blocking, renewal and replacement request.
• Telemarketing some of the banks’ products and services such as credit card, loans, insurance.

• Opening and closing accounts as required for members.
• Processing deposits and withdrawals.
• Dealing with customer inquiries.
• Helping customers with loan and mortgage application.
• Using banking software to update account information.
• Maintains customer confidence and protects bank operations by keeping information confidential.
• Prepares reports by collecting, analyzing, and summarizing information.
• Telemarketing some of the banks’ products and services such as credit card, loans, insurance.
• closely monitors and follow up such offers for the assurance of the high-quality service.