June 2012 - Up to Date: Technical Support Team Leader. Casablanca. Morocco
Oct 2010 - April 2011: Senior KPI Executive.
Samsung Electronics. Gulf Customer Satisfaction-Dubai.
o Responsible for monitoring of Customer Satisfaction Key Performance Indicators (KPI) for MENA region.
o Provide daily, weekly and monthly KPI status reports in cooperation with other subsidiaries.
o Conduct distributor consultation across MENA.
o Analyze KPI data and propose improvement and/or solution guide.
? Systems used: G ERP ( BI ) / SAP (G-CIC) / GSPN / Cosmos
May 2007-Oct 2010: Customer Care Coordinator
Tecom
Dubai Technology & Media free Zone Authority (U.A.E)
Job Role:
Reporting to the Call Center manager, responsible to support the Team in the day to day operations with successful long term relations of the assigned accounts with respect to service deliverables and issue resolution.
o Work closely with the client to ensure the team is equipped with right information and update the team whenever changes happen.
o Process sales orders and collect leads details and follow up on the process to ensure customers are accordingly served.
o Monitor and train new joiners providing them with necessary tools and maintain the improvement of the service quality.
o Administrative tasks: handle Business partners database and update changes and statuses in the oracle system, excel sheet documents and outlook.
o Handle calls inbound and outbound and assist customers in their specific enquiries ensuring superior customer satisfaction with high standard protocol.
o Log complaints and feed-backs in the Oracle system and Ensure Customers issues are communicated and resolved.
o Attend sites visits, seminars, presentations and trainings. Enhance knowledge and keep updates.
o Extract daily weekly and monthly KPIs reports from the system, update reports, charts and communicate with respective departments accordingly.
o Assist on the call center business relationship with clients. Proposals, service agreements, invoices, etc..
o Handle internal technical issues; IT call center management system, software, web views, applications, and reports. Delicate cases are reported to the IT department when needed.
o Update/ add new IVR to the system whenever needed while coordinating with relevant departments and Du; prepare Work orders and study quotations to be finally approved by the call center manager.
Feb 2006-May 2007: Customer Services Representative. Outbound
Cupola Teleservices. Dubai Internet City (UAE)
Job Role:
Worked on behalf of Cisco System, handling the market of Middle East & North Africa
o Making outbound calls addressing decision makers in IT departments for leads generation.
o Promoting Cisco solutions while analyzing the clients IT infrastructure and collect needed information in order to address their needs accordingly.
o Generate leads and submit them in the Siebel to be sent the account manager, Cisco partner or reseller.
o Follow up with clients, note feed-backs, lead statuses, dates, actions and updates in the Siebel.
o Meet the targeted objective depending on client requirements
o Up-sell and Create further interests. Aggressively conduct promotions and encourage customers to discover all current or new solutions and services offered.
o Provide a high level of personalized customer service
o Submit periodic reports on telemarketing activities and results
o Maintain statistics of calls made and successes achieved
o Case investigation and customer problem solving.
o Data Filtering and updating.
Languages:
Arabic: Mother tongue
French: Fluently written and spoken.
English: Fluently written and spoken
QUALIFICATION AND PERSONAL INFORMATION:
o Excellent communication skills.
o Excellent customer servicing skills.
o Enjoy working in dynamic surroundings with a fresh attitude and outlook.
o Highly performance driven and committed attitude to the work responsibilities.
o High level of motivation.
o Able to work as part of a team.
o Able to work quickly and accurately.
