Basil Dirsiyeh Email & Phone Number

Amman, Jordan

• Supervise and follow up all agents’ daily work and performance.• New Employees Training and Coaching• Verify all activities and modifications done by call center agents through MXP system via reportsgenerated by IT dept. on daily basis• Validate and ensure System Availability and Monitoring, Apply emergency plan and its relatedprocedures when system is down or system failure.• Execute Banks request on Update Limits upon Authorized Person request• Assist banks/merchants/cardholders to solve their critical issues.• Report critical issues to the management.• Execute Daily/Monthly/Yearly statistics (Performance, Outbound, Transactions, and CustomerSatisfaction) and submit it to upper management.• Agents’ evaluation performance on monthly basis• Assist Call Center Manager in call center projects (requirements, UAT, etc.).• Any other duties assigned by the direct manager.

Amman, Jordan

• Responsible for real-time distribution of tasks in an optimal way and ensure that they are carried out• Check that the agents use the correct AUX Status, adjust afterwards if necessary• Manage productive hours daily to reach target weekly• Bring in additional agents if necessary• Reports any irregularities to the nearest Team Manager• To receive sick leave• Manage schedule issues on schedule for the employees regarding, among other things sick leave, holidays and changes in close cooperation with RTM/TPC/WFM.• Should actively contribute OM/TPC/WFM suggestions on process change• In the absence of OM/TM follow the crisis plan routine in cases of emergency• Plan the day and calculate how time should be allocated between different tasks• Document what happens during each shift• Report unplanned volume increases internally and externally according to routine and optimize the schedule during the day to respond to these in the best way.

Amman, Jordan

Supporting iOS and macOS with additional skills • Last point of contact with the customers and acting as a manger• Keep enhancing systems, knowledge and quality to meet project standards• Provide the support for the junior advisors with their consultations. • Provide the Support for the junior advisors when the customer ask for a manager • Follow up with the customers regarding their issues and be the point of contact with the customers until we resolve the issue and provide the best experience for the customers • Ability to check with the third party hands to resolve the customer’s issues • Contacting the developers and the engineers by submitting tickets to resolve the complicated technical issues• Interactive and advice the customers by calls, Outbound calls and Emails when advisers have to provide proper support to customer by handling customer inquires , request and complains with perfect knowledge, quality and positive attitude • Answer inbound calls as well as assist customers who have specific inquiries by providing them with high quality and right information• Responsible to satisfy customer and maintain good image for the company by promoting strong customer service culture based on company standards and policy.• Answer all calls related to technical issue and support customers in solving their problems .• Finding appropriate solution for customer problems by using the suitable troubleshooting• Answering any questions related to new offers products and services• Channel customer feedback and complaints by VOC.• Support other tasks assigned by contact center team head or contact center team leader.• Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies. • Adhere to contact center standards, KPI's, rules and Performance • Follow up on overall performance by proper tools provided by management

Amman, Jordan

Supporting iOS with additional skills • Last point of contact with the customers and acting as a manger• Keep enhancing systems, knowledge and quality to meet project standards• Provide the support for the junior advisors with their consultations. • Provide the Support for the junior advisors when the customer ask for a manager • Follow up with the customers regarding their issues and be the point of contact with the customers until we resolve the issue and provide the best experience for the customers • Ability to check with the third party hands to resolve the customer’s issues • Contacting the developers and the engineers by submitting tickets to resolve the complicated technical issues• Interactive and advice the customers by calls, Outbound calls and Emails when advisers have to provide proper support to customer by handling customer inquires , request and complains with perfect knowledge, quality and positive attitude • Answer inbound calls as well as assist customers who have specific inquiries by providing them with high quality and right information• Responsible to satisfy customer and maintain good image for the company by promoting strong customer service culture based on company standards and policy.• Answer all calls related to technical issue and support customers in solving their problems .• Finding appropriate solution for customer problems by using the suitable troubleshooting• Answering any questions related to new offers products and services• Channel customer feedback and complaints by VOC.• Support other tasks assigned by contact center team head or contact center team leader.• Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies. • Adhere to contact center standards, KPI's, rules and Performance • Follow up on overall performance by proper tools provided by management

Amman, Jordan

• Interactive and advice the customers by calls, Outbound calls when advisors have to provide proper support to customer by handling customer inquires , request and complains with perfect knowledge, quality and positive attitude • Answer inbound calls as well as assist customers who have specific inquiries by providing them with high quality and right information• Responsible to satisfy customer and maintain good image for the company by promoting strong customer service culture based on company standards and policy.• Answer all calls related to technical issue and support customers in solving their problems .• Finding appropriate solution for customer problems by using the suitable troubleshooting• Answering any questions related to new offers products and services• Able to handle general problem cases.• Channel customer feedback and complaints by VOC.• Support other tasks assigned by contact center team head or contact center team leader.• Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies. • Adhere to contact center standards, KPI's, rules and Performance • Follow up on overall performance by proper tools provided by CC management• Keep enhancing systems, knowledge and quality to meet Webhelp standards