1. Responsible for Preparing, analyze, and interpret the quality and quantitative reports for management to document and improve the company’s performance2. Conducted comprehensive analysis of employee data, including performance metrics, attendance records, 3. Create SLA of each process of Customer service 4. Utilized statistical software (e.g., Excel,) to interpret data and generate actionable insights.5. Collaborated with HR and management to identify trends and inform decision-making processes. 6. Develop and maintain a high-standard relationship and understanding with the agency force and internal and external customers.7. Implement data-driven strategies to improve employee engagement and retention. 8. Ensured data accuracy and integrity through regular audits and validation checks.9. Analyze customer service issues and drive service-level improvements through data analysis and insights while performing root cause analysis on complex, repetitive, and reoccurring common issues seen across more junior team members.. 10. Plan and create annual vacations of Customer Service team in advance and sending them to every manager to plan work accordingly. 11. Create a periodic schedule among all departments providing them with needed work skills that can be useful to fill any gaps. 12. Document and evaluate teams progress and development13. Be a constant presence on the production floor and actively interact with associates14. Resolve customer escalations15. Monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, compliance, any other KPIs, and related disciplinary issues16. Coordinate with HR dep regarding vacations of my customer service team17. Revise attendance of my team with HR Dep monthly18. Carrying out all administrative work for employees and solving their problems19. Follow up all customers’ problems with customs certificates

1. Direct all activities and responsibilities in the CS area.2. Provide positive and professional CS to agents, policyholders, and coworkers regarding premiums, incorrect policy3. Responsible for all excel work (create special equation according customs policies). 4. follow SLA of each process of Customer service5. issuance, and miscellaneous questions and concerns.6. Assist in developing and documenting processes.7. Maintain daily workload while experiencing interruptions.8. Manages day-to-day operations of the Customer Sales Support team.9. Minimizes customer escalations through training and individual/professional development10. Follow legal policies as directed.

1. Serve as the point person for office manager duties including:• Maintenance• Mailing• Supplies• Equipment• Bills2. Schedule meetings and appointments3. Organize the office layout and order stationery and equipment4. Maintain the office condition and arrange necessary repairs5. Partner with HR to update and maintain office policies as necessary6. Organize office operations and procedures7. Coordinate with IT department on all office equipment8. Ensure that all items are invoiced and paid on time9. Manage contract and price negotiations with office vendors, service providers and office lease10. Manage office G&A budget, ensure accurate and timely reporting11. Provide general support to visitors12. Liaise with facility management vendors, including cleaning, catering and security services

1. Audit financial transactions and documents2. Handle monthly, quarterly and annual closings3. Manage all accounting transactions4. Publish financial statements in time5. Ensure timely bank payments