Nagi Salah Ali_CV
Published on: Mar 3, 2016
Transcripts - Nagi Salah Ali_CV
Nagi Salah Ali Khabier
Date of birth June 11, 1991
Marital Status Single
Address Amman st, Nahda 2, Dubai
High School Diploma, Sharwani Schools.
Amadeus and Ticketing Diploma.
Microsoft Office Courses.
Arabic (mother language)
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
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
Provide reports with accurate details to leaders and managers through monitoring
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
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
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.
Available upon request.