Arslan Khalid Email & Phone Number

Dubai, United Arab Emirates

• Created a Dashboard in Power BI to monitor performance of branches.• Monitoring all branches in UAE to maintain service level in terms of closing Complaints and Inquiries• Apply statistical analysis, simulations, and predictive modeling to analyze currentprocedures.• Conduct investigative internal audits and create reports of findings.• Liaising with other second line operations groups and development to solve issues.• Analyze data of in-place procedures to find ways to improve operations.• Manage daily, weekly, and monthly processes & reporting around manual review, datafeed quality, feed issue resolution and dispute rates.

Dubai, United Arab Emirates

• Assisting Customers by raising requests in CRM and IPC for their delayed, lost anddamaged shipments sent locally and internationally.• Assisting Customers for their missing Emirates ID Cards and missing shipments.• Getting the compensation approved as per international procedure and contacting thecustomers of the same.

Dubai

Emirates Identity Authority – Dealing with customer inquiries regarding the registration, fixing interviews and delivery of the national ID.  Etisalat and DU Activation– Handling Data Entry for activation wasel and du sim cards.  Responding effectively to incoming telephone calls and/or emails and provide accurate information regarding products and services for our clients and customers  Receiving calls related to company products & services and answers queries  Cross training to other positions as directed.  Processing in-bound calls to the point of resolution, including customer service inquiries, complaints and requests for assistance pertaining to system use and maintenance  Replying to the Inquiries in the CRM send by the customer through the Emirates Post website Additional responsibilities handled:  Checking the International inquiry in the IPC system and providing the reply received from the International inquiry team to the customer  Assisting the senior team or the Call Center Supervisor on any reports or additional tasks that are assigned  Managing the floor and handling escalations for irate customers which my colleagues are unable to manage and resolving the customer complaint  Manage other administrative and data entry tasks, as assigned Trainings attended from Emirates Post:  Emirates Post Customer Service  Using TRAINPOST for UPU  Emirates Post Product Knowledge  CRM  IPC Customer Service System

Dubai

• To make report for daily problems and issues which customers were facing.• To make monthly report of the work done by my team members.• Assigning daily task to my members and then report to manager about work progress.• Using a System named OTRS in which I was checking e-mails and problems ofcustomers and assigning these problems to other members in my team.• Giving training to our customers who were using system of Emirates ID and givingtraining to our new employees who were joining new in our team.• Visiting the typing centers to get the feedback about the system and then fixing theissues they were facing.• To contact the customers and check if they are satisfied with our services or if theyhave any problem in getting Emirates ID Card.