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خلاصہ
Operations Team Lead @ Ibex. Operations Management, Dispatch Services, Customer Retention, Marketing, 6 years Experience, Training and Development, Quality Assurance, Customer Satisfaction, Team builder & Coach.
پراجیکٹس
تجربہ
Team Lead
Leading and motivating a team of customer service agentsMonitoring daily operations to ensure productivity and service level adherenceTracking team performance against KPIs (e.g., response time, resolution rate, customer satisfaction)Conducting team meetings to share updates, goals, and best practicesProviding ongoing coaching, feedback, and performance evaluationsIdentifying skill gaps and organizing training sessions to improve agent capabilitiesAssisting in onboarding and training new hires
Quality Assurance Specialist
Listening to calls, reading chat transcripts, and reviewing emails.Assessing customer interactions for adherence to company guidelines.Identifying communication gaps, errors, or policy violations.Providing feedback and scoring performance based on predefined criteria.Creating QA scorecards and evaluation frameworks.Defining key performance indicators (KPIs) like first-call resolution, tone, and professionalism.Ensuring compliance with company policies and industry regulations.
Retention Specialist
Proactively reaching out to at-risk customers to prevent cancellationsHandling customer complaints, concerns, and service issues effectivelyBuilding long-term relationships to enhance customer loyaltyConducting follow-ups to ensure customer satisfaction
Customer Service Support
Customer Retention Dispatch ServicesCustomer Support Talabat project
Travel Consultant
Understanding client preferences, budgets, and travel needs.Researching and recommending destinations, accommodations, flights, and activities.Booking flights, hotels, transportation, and travel insurance.Arranging travel packages, cruises, and group tours.Providing visa and passport guidance.Assisting with travel changes, cancellations, and refunds.Resolving travel issues, delays, or emergencies.Offering 24/7 support for urgent travel needs.
