Keroles Azer

Customer Service Team LeaderFull Time

• Job Details:- Supervise a team of 9 -16 members, providing coaching, monitoring, and counseling as needed. - Foster a positive team environment, encouraging open communication and collaboration among team members. - Recruit and onboard new team members through the interview and hiring process. - Conducted performance reviews, including: annual goal setting, development plans, and mid-year review. - Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. - Utilize NPS and Voice of the Customer (VOC) reports to analyze customer feedback and identify areas for improvement. - Investigate branches' low scores to determine root causes. - Work closely with branches to develop and implement action plans based on VOC findings.

Senior cutomer service executiveFull Time

• Job Details:Monitor inbound and outbound calls, evaluating agents' performance in delivering high-quality service. Collaborate with team managers to design quality rules and guidelines aimed at achieving top performance. Generate reports documenting errors and issues for resolution, ensuring continuous improvement. Facilitate and organize training sessions for all agents. Develop evaluation programs to assess agent performance and provide targeted training and coaching to enhance their skills. Validate customer complaints to ensure accuracy and completeness through a seven-step process approved by Toyota Motor Corporation (TMC). Conduct branch visits to discuss ongoing issues and implement preventive measures.

Business development executiveFull Time

• Job Details:o Responsibilities:  Maintaining fruitful relationships with existing customers  Work with the Marketing section in order to discover opportunities from various leads and set appointments from those leads  Participate in sales meetings, local trade show and vendor training in order to maintain up to date knowledge of current technology  Update the existing databases with changes and the status of each customer/prospective customer.  Contacting potential clients via E-Mail or phone  Exceed monthly target goals and report monthly target  Collaborate with sales, Marketing, HR and other business partners to meet company objectives  Preparation of correspondence and dealing with emails  Help to increase and develop business through support  Researching and analyzing the market to find out better business opportunities o Achievements :  Coordinated and hosted meetings to develop my skills  Met and exceeded my target from the first month till now  Attend industry events and conferences; providing feedback and information on current market  Created service appointments for many customers that never visit our branches before  Chosen by the team leader to mentor new business development team members  The employee of the month for August  Trained 2 new agents about the work process