Fatma Elaskary

Customer Account ManagerFull Time

• Job Details:·         Accomplishing operational goals by accepting ownership for accomplishing new & different requests; exploring opportunities to add value to job accomplishments ·         Synchronized divisional priorities; created, updated, and reviewed SOPs ·         Provided inputs and collaborated with other manuals & documentation work ·         Developing the monthly invoices for the fixed & variable costs, thus managing the team’s finance ·         Looking after team performance and setting up progress plans in accordance with their monthly & quarterly targets ·         Designing monthly & quarterly presentations for the stakeholders to demonstrate the team’s performance; also showcasing any hindrances along with the offered plans and solutions ·         Developing effective training materials & instruction manuals for new projects or processes to benefit both levels i.e. Agents & Team Leaders; planning & conducting training sessions for new joiners and bottom performers ·         Aiding in performing daily, weekly & monthly dashboards for the team’s performance; circulating the same with the concerned teams ·         Applying pragmatic overview in conducting spot checks & random audits, whilst ensuring and meeting the quality parameters ·         Working on the monthly newsletter for Tamooha Project ·         Skillfully drafting the SOWs for new processes and revisiting & editing the existing document on yearly basis for the current processes ·         Conferred with Value Award (Entrepreneurial Expert) ·         Significant contributions towards planning and helping an agent, that were in the PRP plan for 9 months as One of the Top Performers ·         Additionally, a remotely developed a 2-month plan for Alruwais Agents to obtain productivity scores and best quality for 3 consecutive months ·         Partnering with the IT Department to develop the snippitting tool FOMRIG to be easier for the agents and to include more dynamic reports

Senior customer serviceFull Time

• Job Details:·         Ensured adherence to the quality standards & compliance, thus streamlining and standardizing workflow; also oversaw the implementation of various stages of workflow using quality tools ·         Strengthened stakeholder relationships that aligned quality audits with operational success ·         Regularly, performed assigned internal audits & inspections, also, ensuring audit action items, and non-compliances are closed adequately ·         Stellar role in developing & effectuating the service quality assurance manual that covers policies and operating procedures for the contact center ·         Undertook responsibilities for removing less logical procedures in processes thereby reducing processing time ·         Extended support to new joiners to achieve their KPIs by monitoring their performance and coach them ·         Successfully qualified for the supervisor training after being one of the top performers for Quarter 2

Customer relations advisorFull Time