Furat Burghol Email & Phone Number

Dubai, Ae

• Maintaining working relationships with strategic accounts (E.g. Emirates Airlines, …)• Ensuring effective support for all GDRFA-D departments and officers• Keep track of Airport's officers’ usage of the system, providing required support on daily operations• Coordinating with emaratech technical team to ensure problems are solved in an efficient timely manner• Carry out regular meetings with GDRFA system users, subject matter experts and decision makers, to elicit and prioritize potential system improvements• Work closely with emaratech technical team and Management to promote foreseen improvements• Prepare User Guides and System Documentation• Carry out onsite training for GDRFA staff and officers, considering appropriate methods, procedures, and techniques.• Keep track of issues on HPSM system; follow issue management and release management processes for hotfixes and system upgrades• Preparing monthly and weekly management reports• Developing staff performance and Manage Staff Knowledge Acquisition• Assess and manage the customer service team development and improvements.

United Arab Emirates

• Managing and supervising the day to day operations of Service Desk for optimal resource management.• Ensures effective day- to- day Service desk operations.• Ensure optimum service levels are being provided to the Client, by monitor progress against KPI s set• Participates in service level review process, meetings with clients to discuss current performance of service levels against targets.• Develops plans and strategies to ensure continued success of the given account.• Responsible for resolving client issues, proposing solutions and escalating to the respective business.

Syria

• Ensure outstanding levels of customer service, by provides support to Contact Centers, Operations and sales teams • Assessing levels of competence of all customer-facing personnel.• Ensure commitment to FCR for all customer-facing personnel by developing consistent feedback and follow up procedures. • Ensure all service affecting KPI’s are achieved. • Ensure all customers’ information is maintained and updated. • Ensure 100% accuracy on data capture and accuracy on all transactions generated. • Manage all dialer and outbound campaigns to ensure upgrade activity and swaps are completed in accordance with business requirements.• Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented where appropriate. • Work with the sales and retention teams to identify gaps and reduce churn. • Keep all new and existing applications up to date. • Ensure all attendance and performance and personal files are updated monthly.• Ensure all agents are assessed on a quarterly basis. • Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.• Assess and manage the customer service team development and improvements. • Set strategic long term plans for the call center with areas of development and key achievements.