Dubai, United Arab Emirates
I’m an experienced customer service professional with a focus on enhancing customer satisfaction and streamlining processes. I also apply data analysis skills to identify trends and support decision-making, combining my customer service experience with a growing passion for data-driven insights.
- Handle 50+ daily client inquiries via CRM system. - Analyze client interaction patterns for service improvement. - Prepare weekly performance reports in Excel.
- Monitoring and evaluating agents performance concerning the quality of service. - Provide clear insights into performance drivers and the levers which impact performance. - Manage auditing reports for customer care actives. - Give recommendations for process improvement based on the customer's experience and feedback. - Design quality rules and the guidelines to achieve the highest performance with team managers. - Hold Calibration and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability. - Condact QA sessions with the new hires. - Compile and track performance for teams and individual level. - Deliver weekly briefing sessions to agents. - present monthly and quarterly business reviews to the account.
- Insuring customer satisfaction by handling customers friendly. - Responding to customer's inquiries and complaints. - Reaching required information using available resources and resolving customer's complaints. - Maintained service logs for analysis
- designing and updating job descriptions. - Sourcing potential candidates from various online channels. - Crafting recruiting E-mails to attract passive candidates.
- Ensure that all open vacancies are fulfilled with the suitable candidates within the targeted time. - Coordinate with the Hiring Managers to set selection criteria for the employees. - Prepare Recruitment dashboards quarterly and annually across all accounts within specific time frame as requested. - Manage Recruitment databases. - Track hiring metrics including time to hire, time to fulfill and source of hire. - Conduct orientation session and onboarding to the new recruiters. - Keep the documentation of the recruitment process up to date.
- Collect data from different resources. - Conduct phone interviews with candidates that applied. - Schedule potential candidates for the required assessments and tests. - Responsible for the assessment and testing process.
- Utilizing the curriculum and resources provided, plan, prepare and deliver classroom based learning activities that facilitate relevant English language practice. - Provide appropriate coaching and feedback to all students. - Maintain accurate and regular record and reports on student attendance performance and development.