Sara Yassin Email and Phone Number

Responsibilities :- Found cases and complaints. Deal directly with customers either by telephone, electronically or  Face to face.  Respond promptly to customer inquiries. Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle inquiries and Complaints. Perform customer verifications. Process orders, forms, applications and requests. Direct requests and unresolved issues to the designated resource. Manage customers' accounts. Keep records of customer interactions and transactions. Identify and escalate priority issues. Complete call reports. Record details of inquiries, comments and complaints. Record details of actions taken. Manage administration. Communicate and coordinate with internal departments. Follow up on customer interactions. Train the new agent for the procedure. Update the information in the system. Answering the Agents inquires. To assess the current state of their call center. Key call center metrics and the relationship between key metrics.  The scorecard approach for monitoring key metrics and reporting results to upper Management.  To create effective Service Level Agreements with customers.  To create effective Operating Level Agreements with internal staff and groups.  Best practices for use of contact center technologies.  To create a business case to justify staffing needs to upper management.  Best practices for forecasting call volume, call work load, and scheduling staff.