Dina Khalil Email and Phone Number

- Develop objectives for the call center’s day-to-day activities- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)- Assume responsibility of budgeting and tracking expenses- Hire, coach and provide training to personnel to maintain high customer service standards- Monitor and improve ordering, telephone handling and other… Show more - Develop objectives for the call center’s day-to-day activities- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)- Assume responsibility of budgeting and tracking expenses- Hire, coach and provide training to personnel to maintain high customer service standards- Monitor and improve ordering, telephone handling and other procedures- Evaluate performance with key metrics (accuracy, call-waiting time etc.)- Prepare reports for different departments or upper management Show less

-Analyze the company’s data to understand customer behavior and customer experience departments performance.- Customer journey mapping through interviews with different customer-facing functions to identify touchpoints, survey triggers, and customer pain points.-Assist in customer journey design by working with different touchpoint owners on developing playbooks, processes, procedures and identifying surveying triggers.-Assist in the development of communication manuals and… Show more -Analyze the company’s data to understand customer behavior and customer experience departments performance.- Customer journey mapping through interviews with different customer-facing functions to identify touchpoints, survey triggers, and customer pain points.-Assist in customer journey design by working with different touchpoint owners on developing playbooks, processes, procedures and identifying surveying triggers.-Assist in the development of communication manuals and templates to be used across the organization.- Create and design CSAT, NPS, other relevant customer feedback surveys and analyze customer feedback.- Preparing insightful and actionable presentations that showcase customer experience, pain points, gaps, and recommendations for improvement.- Develop and implement dashboards and data visualizations to showcase analytics and insight. (Power BI).- Develop and generates periodic reports and business review dashboards for the Customer Experience Departments performance (Departmental and individual).- Supporting as focal point and project management with the technical teams and external vendors to fulfill the Customer Facing departments technical requests to facilitate their experience with the CRM systems.- Provide training to the internal departments on the CRM systems/Application and prepare work instructions guide. Show less

• In-depth investigation of pain points / issue root cause and conduct fair analysis with possible suggestions for resolution • Address compliance concerns or issues with suggestions for improvement to minimize the risk of default• Review the highlighted gap analysis and propose mitigation plans/ improvements (short term & long term) way forward• Develop, recommend, and monitor corrective and preventive actions for all customer touchpoints• Conduct customer calls to perform… Show more • In-depth investigation of pain points / issue root cause and conduct fair analysis with possible suggestions for resolution • Address compliance concerns or issues with suggestions for improvement to minimize the risk of default• Review the highlighted gap analysis and propose mitigation plans/ improvements (short term & long term) way forward• Develop, recommend, and monitor corrective and preventive actions for all customer touchpoints• Conduct customer calls to perform random audit checks to validate customer experience • Timely audit of implemented automated customer tools and conduct assessment to monitor its effectiveness• Measurement of Quality Services, Compliances and Work Performance• Develop and implement customer compliance audit tools to measure the performance of each division• Develop strategies to improve the business performance of each division. • Monitor the business plan up to its implementation in accordance with the agreed timeline Show less

• Responsible for maintaining a high level of professionalism with clients. • Receives and answers customer inquiries on behalf of the companies or businesses they work for via email.• Provide quality instructions or responses to be able to resolve the customer's issue • Handle multiple inquiries and provide correct answers or appropriate resolutions

• Provide inspired leadership for the organization.• Make important policy, planning, and strategy decisions.• Develop, implement, and review operational policies and procedures.• Encourages top performance and high morale.• Oversee budgeting, reporting, planning, and auditing.• Work with the board of directors to determine values and mission, and plan for shortand long-term goals.• Build alliances and partnerships with other organizations.• Support worker… Show more • Provide inspired leadership for the organization.• Make important policy, planning, and strategy decisions.• Develop, implement, and review operational policies and procedures.• Encourages top performance and high morale.• Oversee budgeting, reporting, planning, and auditing.• Work with the board of directors to determine values and mission, and plan for shortand long-term goals.• Build alliances and partnerships with other organizations.• Support worker communication with the management team. Show less

Creating department standard operation procedures (SOP).• Investigate and respond to customer complaints.• Provide detailed summaries of complaints issues to identify complaint and othercustomer feedback trends which indicate to provide reports as requested concerningcomplaints and other customer feedback.• Assist with other reporting, customer feedback and complaints tasks.• Ensure that customers are satisfied with the services offered by the company andminimizes… Show more Creating department standard operation procedures (SOP).• Investigate and respond to customer complaints.• Provide detailed summaries of complaints issues to identify complaint and othercustomer feedback trends which indicate to provide reports as requested concerningcomplaints and other customer feedback.• Assist with other reporting, customer feedback and complaints tasks.• Ensure that customers are satisfied with the services offered by the company andminimizes the number of complaints.• Directly interact with customers as well as provide troubleshooting solutions.• Understanding the reasons and factors behind complaints and work towardssolving customers’ problems.• Supervising customer support teams.• Organizing workshops and training programs to improve the efficiency of customerservice Meeting with customers and handling their complaints directly. Show less

Services existing accounts and obtains orders.• Outbound calls with the existing customers offering hotel reservations with a very specialrate.• Keeps management informed by submitting activity and results reports, such as dailycallreports, weekly work plans, and monthly and annual territory analyses

Answers incoming customer calls regarding billing issues, product problems,service questions and general client concerns and take appropriate action for eachcall• Responsible for maintaining a high level of professionalism with clients.• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.

Visiting suppliers and manufacturers.• Analyzing sales information.• Negotiating prices with suppliers.• Ordering goods.• Following up with all other departments