About Me
Nationality: EmiratiDriving License: ObtainedNational Service: Completed
Work Experience
Abu Dhabi Government Contact Center (Teleperformance)
- May 2019
Role: Customer Support Representative (All channels)
- Handling interactions with angry, abusive, upset, and aggressive customers in a professional manner.
- Thriving in high-stress situations.
- Active listening skills.
- Proficiency in multitasking.
- Conducting searches across multiple sources simultaneously (Tamm Portal, Entity website, and knowledge items) and efficiently providing one or more sets of information within an average time of 3 – 5 minutes per call.
- Receive calls, Chats, Co tasks or emails (All channels)
- Exceptional communication skills.
- Proven track record in customer service.
- Skilled in handling inquiries and resolving issues.
- Strong ability to empathize with customers.
- Proficient in customer service tools and systems.
- Detail-oriented and organized.
A colleague at work
Abu Dhabi Government Contact Center (Teleperformance)
- May 2019 – Present
Role: Quality Assurance analyst (Current)
- Undertaking Call Monitoring (remote or side-by-side)
- Conduct QA briefings for all operational staff working in the Center.
- Deliver Quality Assurance services in accordance with the processes defined for the Center.
- Carry out trend and advisor level analysis for top errors.
- Ensure adherence to Quality Service level agreements.
- Perform random disposition audits for calls taken by agents.
- Participation in QA calibration sessions (Internal & External).
- Sharing feedback with CSR’s and CO’s on a timely basis.
- Conducting performance evaluations and focus group with operational.
- Staff and documenting of feedback provided to reduce error rate.
- Preparation of call monitoring data & related internal reports
- Review evaluations, maintain call recordings, and handle general administrative duties.
- Report on performance of agents and statistics through daily and weekly reports submitted to the Quality Manager.
- Conducting refresher training for top errors
- Implementation of action plan for repeat offenders
Quality Manager
SKILLS
- Work effectively both as a team member and independently.
- Excellent communication skills.
- Good writing skills.
- Enthusiastic and committed.
- Confident.
- Good listener.
- Ability to work under stress.
- Proficient in Microsoft Word, PowerPoint, and Excel.
- Leadership skills; lead/mentor others.
- Problem-solving.
- Fluent in Arabic.
- Proficient in English.
PROFESSIONAL EXPERIENCE
• Ethical hacking • Web design • Web technologies • System information • Basics of hardware & software • Excellent knowledge and background in Information Technology
