Al-Futtaim

- The primary responsibilities include managing all operational activities for the Rental Operation department that consist of Dubai Branches, Contact Center, Back Office, DED Cases, Branch receivable for rental and collections of the personal lease.
- This includes 15 locations accounting for approximately 80% of business for the company by volume and over 75% by revenue.
- Manage the largest team within the business comprising of more than 90 associates comprising of Team Leads, Branch Coordinators, Customer Service Representatives and Logistic Executives
- Oversee the broker relations and ensure that Hertz UAE is placed competitively on all online channels across the world
- Extensively involved in all major long and short-term initiatives including fleet planning, cost management, pricing and operational strategy for the rental business targeting improved efficiencies and profit
- Closely working with the General Manager, Rental and supporting him with reports and insights that enable him to present regular business updates to the Board and Owners
- Regular discussions with the Managing Director and Other department heads providing inputs that are aimed at identifying opportunities for improvement within each function of the business
- Constant mentoring of the team leaders and other senior members of the team to help them enhance their skills so that they can perform their job better
- Mentoring the Pricing Analyst and leading the pricing initiatives for the business in order to have desirable profit margins in each business transaction
- Work closely with the marketing team of both Group and Hertz International to leverage all marketing initiatives in order to improve reach and penetration in the market

Regional Operations Manager

Souq.com

- Manage and coach a team of agents and conduct performance evaluations.
- Inspiring each and every team member to perform and produce their best.
- Determining the duties and responsibilities of individuals in the team as well as analysing the individual performance of each team member and motivating them to perform even better.
- Organizing training workshops to improve the performance of the members who were lagging behind in terms of performance.
- Analyzing the assigned projects and distributed tasks to the members as per their area of expertise.
- Reporting any problem or fault in the project as well as creating monthly reports to the CS manager or supervisor and offering solutions to the top management regarding project-related queries.
- Assisting in handling the online social communication networks such as Face Book- Twitter, customer complaints on the products they received as well as handling customer’s queries regarding the products and how to purchase online. 
- Managing the floor which includes 70+ agents of Souq group and ensure that all their tasks are being done on daily basis before their shift ends as well as monitoring the calls flow.
- Managing to get abandoned rate below 5% on daily. 
- Tackling hard complaints, second escalations and ensure the resolution on spot as well as compensating the unhappy customers in order to retain them.
- Ensuring that the service level meets our SLA (80/20) standards.
- In charge of refunding the customers via Credit card, PayPal and wire transfer as well as issuing vouchers, resetting accounts passwords and solving bank disputes. 
- Monitoring the call quality and giving daily, weekly, & monthly reports. 
- Provide daily feedback's to the agents based on the Daily Agent Performance (Break, AHT, Numbers of calls, Login time)

Contact Center Supervisor

Majid Al Futtaim

Customer Service Responsibilities
- Guiding the customers and giving them all information in the mall.
- Assist the Marketing department with the events and promotions.
- Assist in supervising the Gift Voucher program for the center, ensuring accuracy in all cash handling and accounting procedures
- Coordinate with all customer service staff to ensure they are aware of all activities in the common areas of the mall.
- Handling and resolving customer complaints.
- Responsible for overseeing the Lost and Found function for items and lost children, ensuring clear and adequate procedures are in place and well communication to staff, retailers and customers.

Call Center Coordinator Responsibilities

- Making a daily report for how many call received, daily agent performance, daily call register and daily complaint sheet.
- Making a monthly report for how many call received through the month and make compare between every month. 
- Monitoring the call quality and giving daily, weekly, & monthly reports. 
- Making a monthly Schedule for agents in call center for 3 shifts
- Provide weekly feedback's to the agents based on the Daily Agent Performance.

Customer Service & Call Center Coordinator

Roads and Transport Authority

From 15/06/2009 till 14/02/2010 Team Coordinator & Quality Advisor
- Manage the Call Floor and make sure that the employee is following their schedules properly and provide daily feedbacks to the agents based on the Daily Agent Performance.
- Reviewing Customer’s complaints and Cases submitted by the agents on CRM and other applications.
- Monitoring the call quality and giving daily, weekly, & monthly reports. 
- Train &Supervise the DLA Team (Dedicated Live Agent) on handling Fax, Email, Voice Mail, Info, E-complain system, and E-services. 
- Scheduling 170 agents in 3 shifts 24/7 and making sure that all IVR (Interactive Voice Response) Skill Sets are distributed properly such as Languages, PTA, Cases, Metro, Licensing, and other inquires.
From 10/09/2008 to 15/06/2009 
- I am working as Customer Service Representative at Copula Tele Service in the sake of RTA contact center in Dubai Silicon Oasis and my responsibilities in this period:— - - Support and provide superior service via phones, e-mails and faxes as a receiver and caller 
- Use questioning and listening skills that support effective telephone communication. 
- Use an effective approach to handle special telephone tasks like call transfers, taking      messages, call backs, holds, interruptions, and unintentional disconnects. 
- Effectively deal with job stress, angry callers, and upset customers.
- Use the most appropriate way to communicate with different behavior types on the telephone.

Team Coordinator & Quality Advisor

TE data

- Opening new accounts
- Contracting and issuing clients' contracts
- Customer account service
- Receiving customers complains and requests and handle it
- Receiving customers new accounts by email and handle it  
- Sending and receiving emails within the team and the other departments
- Daily follow up with customers, fulfill customer needs
- Co-operate with my team to make proposal for customers
- Follow up with the other departments to fulfill the customers' acquisitions

Broadband Corporate Sales Account Manager

Information Technology Colleague (ITC).

- Explaining modules of international computer driving license (ICDL) and human resources, sales, marketing, time management and communication skills.

Instructor

Highly experienced of Customer Services and Call Centres – with a strong leadership background in Driving Change and Business Transformation towards a Customer-centric culture.

Strong background in call center operations with track record in exceeding performance goals, achieving objectives and improving customer service offerings through detail-oriented approach. 

Possess strong communication, analytical, negotiation and time management skills. Seeks new challenge within the service industry and willing to embrace change to display and hone skills in customer service.

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