Sector
Customer Success Executive

Gender
Male

Date of Birth
15-08-1980

Visa Type
Residance Visa

Visa Expiry Date
20-09-2023

Sponsor Visa Expiry Date
20-09-2023

Work Experience
Customer Happiness officer/ Call Quality Analyst Dubai Health Authority – TP/ 2014-2022 www.dha.gov.ae - Designed call quality matrix for contact center operations based on client requirements - Complete the required number of evaluations Quality, CSAT, Complaints. - Conducting / attending regular Gauge RNR & Calibrations with Internal operations team to maintain level of knowledge of the supervisory staff. - Build reporting dashboards aligned with the client requirements. -Analyses complaints and identify actions to improve service. To promulgate good complaint handling techniques across the business. - Trained Employees on efficient complaints and suggestions handling. - Obtaining and sharing customer feedback with colleagues and other departments for improvement and quality purposes. Customer care supervisor Emirates Transport / 2012 to 2014 www.et.gov.ae - Supervising and coordinating the activities of customer service employees. - define and monitoring the department budget with operation manager. -Managed implementation of ISO 10001, 10002, based on ET project - Managed implementation of Emirates Government Excellence Program standard - Formulate and implement customer service policies and procedures. - Monitoring the complaints handling. - Trained Employees and Management staff on ISO audit requirements for customer satisfaction and complaints handling. Customer service Administrator ICDL Arabia / 2008 to 2012 www.ICDL.org - Track and follow-up all customers orders in a timely manner - Review the test score reports to generate the required ICDL certificates. - Auditing the quality level of accredited test centers in GCC. - Review test schedules and ensure the preparation of test sessions. - Manage sales sample requests of stock items for potential customers. - Develop new business opportunities in every customer communication.

Description
Professional with 10 years expertise in Customer Relations Management Services and contact centers eager to obtain a position that makes full use of expertise in building customer relations. Advanced customer service experience includes successfully imple