Nagi Salah Ali Khabier
Date of birth June 11, 1991
Nationality Sudan
Mobile 0559952235
Marital Status Single
E-mail Nagi.K...
 Provide weekly and monthly feedback to the customer service representatives, also
provide the daily shift handovers remi...
vehicles registration, driving licenses, plates, commercial and transport activities, etc. also I was
doing most of the tr...
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Nagi Salah Ali_CV

Published on: Mar 3, 2016
Source: www.slideshare.net


Transcripts - Nagi Salah Ali_CV

  • 1. Nagi Salah Ali Khabier Date of birth June 11, 1991 Nationality Sudan Mobile 0559952235 Marital Status Single E-mail Nagi.Khabier@gmail.com Address Amman st, Nahda 2, Dubai QUALIFICATIONS : High School Diploma, Sharwani Schools. Amadeus and Ticketing Diploma. Microsoft Office Courses. Languages:  Arabic (mother language)  English  French (Beginner) WORK EXPERIENCE: Quality Assurance Specialist, Roads and Transport Authority RTA Contact Centre 8009090 - Dubai, December 2015 – present. As a QA specialist my role involves monitoring and analyzing the interactions between contact centre representatives and customers such as inbound calls, outbound calls, emails and chats to ensure that procedures are followed and to enable managers to provide feedback to the representatives regarding their performance, and identify any training or coaching that may be required. The main tasks are:  Evaluate recorded inbound calls, outbound calls, emails and chats with clients and ensure that proper steps were taken.  Achieve pre-determined performance targets on a weekly basis.  Utilize effective listening skills to assess quality and customer service and where there are gaps in performance, also identify if there are any systematic shortcomings in performance.
  • 2.  Provide weekly and monthly feedback to the customer service representatives, also provide the daily shift handovers reminders and updates.  Investigate and provide full detailed Observation Report in case there is any complaint against the call center representative or the Call Center.  Deal with all angry customers who mentioned that they will escalate their issues to media.  Provide reports with accurate details to leaders and managers through monitoring practices.  Assist in the development of test scenarios / training exercises and testing data for training for new-hires, new products or where performance gaps are identified.  Identify potential process improvements for call procedures, or systematic problems in calls that can be improved.  Prioritize work and manage time effectively to meet targets. CRM QA Analyst, Roads and Transport Authority RTA Contact Centre 8009090 - Dubai, June 2015 – December 2015 CRM Cases Quality Check Team: The team is responsible of all the cases logged in the Customer Relations Management system ( CRM ) which are entered through the call center agents, customer service centers, emails, mobile applications and RTA website such as complaints, notifications, requests, etc. Our tasks in the team are: • To review all the cases descriptions and scenarios and make sure that the required information and attachments are provided. • To ensure that the case systematic categories are combined and correct as per the CRM such as case subject, type, TAT (Turn-Around Time), etc. • After ensuring the high quality of the case we assign the case to the correct department. • To modify, update and cancel the cases and to answer all the internal inquiries through phone calls and emails by the call center agents and teams. Customer Service Representative, Roads and Transport Authority RTA Contact Centre 8009090 - Dubai, November 2014 – June 2015. Subject-Matter Expert Agent SME: My main task was to answer all the customer calls such as complaints, requests, licensing, Lost and Found reports, eServices, NOL cards inquiries, Metro and Tram, marine transport, public transport and all options of 8009090 call center, also to assist the customer with all and inquiries related to RTA with a professional and high quality service. Previously I was in the Licensing Department team where I was answering all inquiries about
  • 3. vehicles registration, driving licenses, plates, commercial and transport activities, etc. also I was doing most of the transactions over the phone using credit cards which it needs to be accurate, focused, punctual and always up-to-date. Before that I was in the Journey Planners team (buses, metro and Tram) where I’ve learned how to handle the calls and deal with most types of customers. Event Coordinator, Non-profit Organizations - Sudan, 2012 – 2014. I worked with several charitable organizations for organizing seasonal events as a member of the organizing team, with responsibilities such as planning menus, calculating budgets, preparing presentations and ensuring that the event runs smoothly. I’ve learned how to work in a team, deal with pressure, prioritize tasks and other problem-solving skills. Freelance work, Mobile Software and Accessories retail shop – Sudan, 2012 - 2014. I was a partner in a shop and worked in the software section and sometimes as a cashier. It was my first actual contact with the customers where I have learned the basic soft skills of dealing with customers such as being polite, welcoming, cheerful and enthusiastic. INTERESTS AND HOBBIES: I’m interested in doing new stuff and meeting new people which helped me to break the barrier of the fear of engaging in a new community or a new place. Also I’m interested in reading books and painting as it helps me to relax, I currently practice sports and running, and I love to participate in the social activities. REFERENCES: Available upon request.

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