Amal Abdi Ismail
Knowledge Management And Process Senior Team Leader
Dubai
Summary
15+Years Contact Center / Customer Service experience.
Key Responsibilities:
- Managed social media customer escalations and meet customer satisfaction
- Continuous Focus on Maintaining, Retaining Customer and Employee Experience.
- VIP Customer Handling
- Update contact center process manuals
- Self-Learning and adaptive skills assist me to understand and deliver performance at ease
- Study customer journey to enhance FCR and customer experience
Overview
15
15
years of professional experience
2
2
Languages
Work History
Knowledge Management Senior Team Leader
Roads and Transport Authority, RTA
09.2008 - Current
- The Call Center Knowledge Management & Process Senior Team Leader is responsible to make sure that every individual in the organization is aware of the RTA product and service-related including the internal/external process, the KM senior Team Leader is also responsible for process audit and enhancements
- The Senior Team Leader is also responsible to manage End to End Knowledge Management Platform in RTA
- Span of Control
- Direct Reports: (Knowledge Management Team leaders)
- Indirect Reports: (Information Coordinators), ACCOUNTABILITIES
- Advice staff with customer-related and process queries that require clarification while managing customer interaction
- Manage and share information in very simple, clear, and short sentences for staff to understand and avoid ambiguity
- Ensure that staff is briefed with all changes and updates while managing the customers
- Advice staff to follow the latest information related to the process and assist them to identify the latest location the documents stored
- Maintain Information Change Tracker and Track Information
- Manage Knowledge Management tracker by updating the right links of intranet for staff to reach desired information from knowledge management platform
- Ensure information is reviewed daily
- Resolve and review queries raised by staff on information by checking the accessibility, simplicity, and accuracy of the information
- Make 20-25 test calls daily to ensure the information has been reached and understood correctly
- Demonstrate helpful attitude towards the direct reporters & Call center agents
- Audit the Knowledge management quality of the information
- Share Knowledge management performance reports for and utilization
- Ensure complex inquiry cases are escalated and closed within SLA
- Ensuring overall KPI target is met
Learning & Development Team Leader (Trainer)
- Job Purpose:
- To effectively deliver & facilitate classroom training to support RTAs 800 90 90 Contact Centre operations
- Ensure that the team is fully trained on RTA services and related processes to meet People’s Happiness for all RTA Customers
- As a Trainer, the employee will ensure that all training activities are successfully delivered to meet or exceed expectations, through the facilitation of all learning and development initiatives
- To ensure that all initiatives are carried out at the highest quality service standards within set timelines.
Quality Assurance Senior Team Leader
- Purpose
- The Quality assurance senior Team Leader’s role is to lead a team of Quality Analysts and Customer Experience to oversee the Quality Assessments for RTA 800 90 90 Contact Center
- Quality Assessments involve call monitoring activities, evaluation of process adherence, and the analysis and benchmarking of individual, team, and overall performance results and trends against target contact center metrics
- The incumbent will assess the uniformity of Quality across all levels within RTA 8009090 RTA Contact Centre and provide recommendations for subsequent Quality Improvements.
Education
Certified Lean Six Sigma Yellow Belt Training Certified Lean Six Sigma Green Belt Training “2022” Bachelor studies of science in Micro Biology - undefined
Damascus
Diploma - Microsoft office
American university, Al – Mammon International center Syria
Skills
Personal Skillsundefined
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Supervised team of Number staff members.
Timeline
Knowledge Management Senior Team Leader
Roads and Transport Authority, RTA
09.2008 - Current
Learning & Development Team Leader (Trainer)
Quality Assurance Senior Team Leader
Certified Lean Six Sigma Yellow Belt Training Certified Lean Six Sigma Green Belt Training “2022” Bachelor studies of science in Micro Biology - undefined
Damascus
Diploma - Microsoft office
American university, Al – Mammon International center Syria
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