Oversee and manage daily operations of the external call center, ensuring smooth and efficient service delivery.Coordinate and align all processes and procedures between Aman Holding and the external call center to ensure consistency and quality in service.Handle the management of monthly invoices for all lines of business within Aman Holding, including e- payments, financial services, and microfinance.Conduct regular audits and spot checks on the call center to ensure compliance with agreed processes and procedures.Prepare and present detailed monthly reports on customer care and call center performance metrics to senior management.Identify opportunities for operational improvements and implement automation or process enhancements to optimize efficiency and service delivery.

General Motors Middle-East- Supervise community managers, website chat and WhatsApp representatives.- Assisting representatives with all information required to respond to the customer in a timely manner.- Following the potential social media crisis process by escalating directly to the concerned brand focalpoint.- Aligning with all brands agencies on the upcoming campaigns to make sure that our engagementreflects the end goal of the client.- Brief and train representatives on all scheduled campaigns for better engagement and results.- Analyzing team performance to make sure that we are hitting required KPIs.- Auditing Chat and WhatsApp flows and following up with the CRM’s technical team for a resolution.

Nissan Middle-East- Supervise customer service representatives.- Ensure that customers receive the quickest service possible.- Assist representatives in handling disappointed customers.- Determine a course of action to resolve customer problems.- Interact with customers using phone, email, and company websites.- Provide assistance to representatives during extremely busy times.- Ensure that customer service representatives follow all company policies and procedures when dealingwith customers.- Take customer complaints to upper management when necessary.- Coordinate employee meetings, parties and continuing education.- Generating reports for upper management.- Help create, update and maintain call scripts for representatives.- Maintain a database of customers for follow up.- Train representatives on new product and service offerings as well as special sales and promotions.- Use social media to help promote the company’s products and services.- Train newly hired customer service representatives.- Listen to recordings of representatives interacting with customers and use the recordings to enhancetraining or offer necessary correction.

General Motors Middle-East- Respond to comments and customer queries in a timely manner.- Monitor and report on feedback and online reviews.- Organize and participate in events to build community and boost brand awareness.- Coordinate with Marketing, PR and Communications teams to ensure brand consistency.- Build relationships with customers, potential customers and industry professionals.- Stay up-to-date with digital technology trends.

General Motors Middle-East- Handles customer inquiries from beginning of the inquiry to its closing.- Resolves customer complaints & problems aiming for customer satisfaction.- Achieve quality communicated targets.- Maintains confidentiality of RCC’s client & customer data.- Alerts the Team Leader on issues or concerns that require escalation.- Participates in individual & team training/meetings to bring knowledge up-to-date.- Social media support via complaints handling.- Basic technical awareness and aftersales managerial process flow.