• Maintained track of team's performance through the establishment and monitoring of smart KPIs• Evaluated data for optimal customer satisfaction at OPEX• Provided coaching to team members for task performance• Facilitated effective communication and collaboration between OPEX and key accounts.• Organized and scheduled work tasks according to project demands.• Provide timely updates on operational issues and suggest actionable improvements to CEO• Conducted interviews to… Show more • Maintained track of team's performance through the establishment and monitoring of smart KPIs• Evaluated data for optimal customer satisfaction at OPEX• Provided coaching to team members for task performance• Facilitated effective communication and collaboration between OPEX and key accounts.• Organized and scheduled work tasks according to project demands.• Provide timely updates on operational issues and suggest actionable improvements to CEO• Conducted interviews to make final hiring decisions for suitable candidates. Show less

• Administrated back office sales operations• Managed end-to-end process and ensured seamless communication between Sales and other departments• Directed and managed company's training program• Managed integration between SHIRA and Softex Company for improved Sales Control Program.

Private Business Partner in Real State Treading Company

• Provided supervision to the Enterprise WFM Team, ensuring smooth operations and efficient processes.• Provided guidance and leadership to the Enterprise Admin Team• Managed end-to-end call center recruitment process• Managed the interview process for Enterprise Call center applicants.• Managed and maintained weekly schedules for the Enterprise Call center• Enhanced collaboration and coordination between Enterprise Call Center and Human Resources• Prepared all reports… Show more • Provided supervision to the Enterprise WFM Team, ensuring smooth operations and efficient processes.• Provided guidance and leadership to the Enterprise Admin Team• Managed end-to-end call center recruitment process• Managed the interview process for Enterprise Call center applicants.• Managed and maintained weekly schedules for the Enterprise Call center• Enhanced collaboration and coordination between Enterprise Call Center and Human Resources• Prepared all reports requested from other departments concerning Enterprise Call center. Show less

• Supervised Back Office activities.• Prepared Quality Reports for Back Office• Managed and calculated Service Levels Agreements for Back Office sub departments• Led and managed the Enterprise Complaint Handling Team• Effectively allocated and prioritized daily workload.

• Managed technology interface for enterprise market customer operations and call center, collaborating with technology development, marketing, CEO, and higher management• Contributed to VAS complaint handling team and GPRS and Blackberry complaint handling team• Handled all customer complaints related to products and services.• Responsible for overseeing the operations of Mobinil technical booth during ICT events in both 2007 and 2008.

• Handled and resolved corporate customers' requests and complaints regarding business mobile line accounts, credit issues, and user inquiries for business lines.• Managed and controlled staff and junior agents while overseeing inbound calls and queue status.• Assisted in preparing performance reports for the team, collaborating with the work force management team and Quality Team.

• Addressed customer requests and concerns proficiently.• Worked in various departments including Inbound, Outbound, and Back Office.• Enhanced and updated call center intranet as a member of the dedicated team.