Walid Hassan Oudy

CSI Customer Satisfaction Index for BusinessFull Time

• Job Details:•Respond to customer inquiries and complaints professionally and positively to promote optimum customer satisfaction. • Work with departments: Customer Service, Business Development, Sales, Marketing, Accounting, and all departments using the AX System to ensure data requirements are being met. • Responsible for the distribution of required reports from the AX System Database Solution. • Work with the Marketing Team in implementing SMS & Email shots Campaigns. • Establishing workflows and standards or entering data in the AX system. • Customizing and pulling marketing reports from the AX system. • Analyzing the marketing reports to determine what kind of customer trends the business should respond to. • Develop and enforce issue and request handling as well as escalation policies and procedures. • Work with Managed Services staff responsible for implementation, adoption, and continuous improvement assignments. • Monitor incident trends and anticipate potential problems for proactive resolution. • Recording and updating customers’ data using the AX system.

Monitoring SpecialistFull Time

• Job Details: Make sure the students sit in their places as comfortable  Monitoring each driver and counted the numbers  Check the status of every student clearly and Safety.  Reported the files every week and monthly with the supervisor.  Work as a team and make strategies to be the work easier and comfortable.  Make reports daily and weekly on the numbers of the students on the vehicles

Customer Service Team leaderFull Time

• Job Details: Deliver actionable feedback to CSRs who are either outperforming or underperforming on KPIs (CSAT, TPH, and EPMO) and career development. CSRs should come to the biweekly 1:1 prepared to discuss their key metrics after reviewing the dashboard.  Be available to CSRs by maintaining a consistent presence on the floor and acts as the first point of contact for escalations on critical/ time-sensitive issues.  Maintain team harmony and high motivation across team members.  Listen and address team concerns in an effective and timely manner  Build and maintain a high-performance culture focused on delivering world-class customer support.  Implement team priorities- identify mitigation plans when the queue is on the rise, route & follow-up on operational escalations, manage overtime and approve planned leaves, shift schedules and approving timesheets (ensure adequate coverage, send out overtime emails, monitor overtime signups, adjust shifts in Deputy)  Manage enforcement policies including attendance and discipline for the team.  Contribute to strategic plans to improve team performance and KPIs and contribute to emergency management plans when unexpected circumstances occur.