Yaser Ahmad

Experience

• 

  Levenbert

  Oct 2011 - Jun 2016

  • Managing the daily running of the call center, including sourcing equipment, effective resource.• Planning and implementing call center strategies and operations.• Setting and meeting performance targets.• Ensuring all relevant communications, records and data are updated and recorded.• Take calls that agents can't handle and be available when an agent appears to need assistance.• Monitor agent calls quality, queue and track inbound calls. Keep agents aware of inbound calls, callswaiting, abandonment rate, etc.• Motivate and encourage agents through positive communication and feedback.• Prepare and Review (daily, weekly, monthly) reports.• Keep track of attendance, paid time off, sick time, etc.• Administer training programs for new hires and existing staff. Show less • Participates in design of call monitoring formats and quality standards.• Establish, develop, compile and monitor the call center quality assurance program and data.• Evaluates the agent’s practices and procedures with respect to the call center and its analytical work.• Prepares reports for management and agencies when required.• Design, develop and implement quality control training programs in a monthly basis for all agents.• Reviewing customer requirements and ensuring that they are met.• Uses quality monitoring data management system to compile and track performance at team and individual level.• Ensure that product support agents are delivering a high level of customer service. Show less

  • Customer serivce Supervisor

    Oct 2014 - Jun 2016

  • Quality Control Officer

    Aug 2014 - Oct 2014

  • Call Center Agent

    Oct 2011 - Aug 2014
• 

  Dubai Taxi Corporation

  Oct 2016 - Oct 2021

  • Develop fair HR policies and ensure employees understand and comply with them.• Implement performance review procedures (e.g. quarterly/annual and 360° evaluations).• Forming and maintaining employee records and updating databases internally.• Preparing and amending where necessary HR documents, i.e. employment contracts and recruitment guides.• Coordinate and direct work activities for managers and employees.• Coordinate with HR staff, ensuring they are assigned and carry out proper tasks.• Being the first point of contact for employees on any HR related queries Show less • Handle and resolve customer’s complaints, requests, notifications, grievances and lost items.• Manages documentation, including contracts, and attendances.• Communicates with staff for the purpose of ordering office supplies and planning of meeting rooms• Participate in meetings to improve productivity.• Develop constructive and cooperative working relationships with the team members.• Coordinate, analyze and improve customer service functions to meet company goals.• Maintain database of customer.• Assist with training of new employees within department. Show less

  • Human Resources Executive

    Feb 2019 - Oct 2021

  • Customer Happiness Coordinator

    Oct 2016 - Feb 2019
• 

  CIBC

  Jul 2022 - now

  Client Services Representative