Inshaf Isbeen

Experience

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  Providence Business Services

  May 2011 - Feb 2014

  The job role mainly consists of• Develop and deliver comprehensive training programs for call center agents to enhance theirknowledge, skills, and performance.• Conduct new hire training, providing in-depth instruction on company policies, procedures, systems,and customer service techniques.• Create training materials, including presentations, manuals, and job aids, to support the learningprocess.• Participating on client and prospective client meetings.• Conduct ongoing training and refresher sessions to address skill gaps, changes in processes, andnew product/service offerings.• Facilitate interactive and engaging training sessions, incorporating role-plays, case studies, andsimulations to promote practical application of knowledge.• Support the implementation of quality assurance initiatives by providing insights and recommendationsbased on training observations and assessments. Show less • Managing a team of 30 agents along with timely reports and efficiency ensuring the productivity is atits best• Ensuring all abandoned calls are returned prior to the end of shift.• Providing timely reports for the reporting manager ad management.• Monitor and evaluate team performance, providing feedback, coaching, and support to ensure high-quality customer service.• Handle escalated customer issues, ensuring prompt resolution and customer satisfaction.• Foster a positive and inclusive work environment, promoting teamwork, motivation, and employeeengagement.• Ensure compliance with company policies, procedures, and regulatory requirements, maintaining astrong focus on quality assurance and adherence to standards• Conduct regular team meetings and huddles to communicate goals, updates, and performanceexpectations. Show less • Provide excellent customer service through inbound and outbound calls in a call center environment.• Processing of refund requests and upselling/down selling products• Guiding customers through the product and how to navigate through the website.• Providing technical support as required online.• Stay updated on product knowledge, company policies, and procedures to provide accurate and up-to-date information to customers.• Utilize call center software and CRM systems to accurately document customer interactions andupdate customer information.• Follow established scripts and protocols to ensure consistency and accuracy in customer interactions.• Meet or exceed performance targets, including call handling time, customer satisfaction scores, andfirst-call resolution rates.• Continuously seek opportunities for professional growth and development, attending trainings andworkshops to enhance customer service skills and techniques. Show less

  • Assistant Trainer

    Jan 2013 - Feb 2014

  • Customer Service Team Lead

    Apr 2012 - Jan 2013

  • Customer Service Executive

    May 2011 - Apr 2012
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  HSBC

  Feb 2014 - Feb 2015

  Customer Service Executive

  Handling of back office operations for customer accounts based in the UK (Bereavement Team) withbelow but not limited to• Closure of accounts.• Conducting tax payments on behalf of the deceased prior to estate transfer.• Recovery of loan accounts.• Process customer transactions, including deposits, withdrawals, fund transfers, and account inquiries,accurately and efficiently.• Verify customer information, update account details, and ensure data accuracy in the bank's systems.• Investigate and resolve customer complaints or concerns, escalating complex issues to theappropriate departments when necessary.• Utilize banking software and systems to document customer interactions, update account information,and generate reports as required. Show less

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  SriLankan Airlines Official

  Aug 2015 - Feb 2018

  Airport Service Agent

  My main job role were as below but not limited to• Handling customers at the check in desk in assisting them to check in to the flight.• Worked as a departure gate controller to ensure all customers are gated and total customernumberreconciles with the number of actual passengers checked in to the flight.• Assisting passengers with special needs from the point of entry to the airport to being boarded ontheflight.• Worked on a customer facing role specially during disruptions to help passengers in the best possibleway. Show less

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  Qatar Airways

  Mar 2018 - Apr 2023

  Airport Service Agent

  • Manage and ensure safe, efficient and timely airport operation in order that Qatar Airways’ image,reputation and customer service levels are maintained and enhanced to the highest standards.• Answering incoming calls to assist customers to on all technical, ticket, upgrade requests and all otherassistance was provided to enhance customer experience.• Exceptional ability to handle a high volume of calls while maintaining professionalism andattentiveness.• Maintain a calm and empathetic approach, effectively managing irate or frustrated customers toachieve resolution and customer satisfaction.• Listen actively to customers, identify their needs, and provide appropriate solutions or escalatecomplex issues to the relevant departments on call.• Ensure that overall operations meet the organizational set policies and procedures and satisfy localand international safety and security standards and confirm with aviation regulatory requirements.• Aircraft turnaround coordination ensuring all safety guidelines are adhered to within the stipulatedtimeline.• Enhancing Customer experience to ensure every customer is met with service standards.• Functioned at the capacity of a Duty Officer and deputizing on his behalf.• Stock maintenance and stock procuring for airport station and maintaining records to avoid shortfalls.• Communicating with all stakeholders to ensure all operational areas flow smoothly without anyhindrance.• Supervised and delegated tasks to a team of 18 individuals on a fast paced environment• Consistently met my short and long-term targets.• Trained, coached, and supervised new staff members. Show less

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  EMS Air Ambulance & Medical Repatriation Ltd.

  May 2023 - now

  Operational OversightQuotation and Invoicing ManagementSales ConversionStrategic Implementation Oversee day-to-day back office activities.Prepare and follow up on quotations and invoices using in house CRM.Convert leads into sales opportunities.Handle operational tasks efficiently.Implement effective sales strategies to drive business growth.

  • Senior Customer Liaison

    Oct 2023 - now

  • Operations Executive

    May 2023 - Oct 2023