Mubarak Al Wheibi
Shift Supervisor
Abu Dhabi
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Graphic Designer
National Geographic Abu Dhabi
Abu Dhabi
2012.04 - 2012.07
- Three months Graphic designing with National Geographic Abu Dhabi.
center Supervisor/Sabre Super User
Etihad Airways
Al Ain
2013.12 - 2019.06
- Monitor the contact center agent’s performance and provide the support they require to achieve the monthly targets.
- Assist the agents in terms of system knowledge (Sabre).
- Monitor and track Etihad Guest cases and make sure that cases are resolved with-in the service level.
- Handle the Etihad Guest escalations being sent from the CEO office (VIP Customers).
- Handle the ADMs raised by Etihad Finance to confirm if the pricing error is by staff or System.
- Conduct periodic System refresher (Sabre) to the call center agents to ensure the highest levels of knowledge.
Training Team Supervisor
ADDC
- Created new training module where the candidates are tested & evaluated in their system knowledge, attitude and adhering to rules
- Monitor and supervise that all the groups complete their training in time.
- Created new training manual to ensure that all the system parts & aspects are included in the training process.
Shift Supervisor
ADDC, Abu Dhabi Distribution Company
2019.08 - Current
- Monitor customer escalations.
- Supervise the agent performance to ensure that they are adhering to the center rules.
- Make sure that the center is prepared to any Emergency (in case of power outage) & readiness of staff to handle the special Customers & VIP customers including the sensitive government entities.
- Receive & resolve the customer escalations being raised to the MD Office.
- Coordinate with the Quality & Training Department to ensure all staff are aware about the new updates & new products.
Education
High School Diploma -
Al Maqam High School
Al Ain 2005.06 - 2005.06
Bachelor of Science - Journalism/Design
Nizwa College of Applied Sciences
Oman 2005.09 - 2011.06
Skills
Supervisory experience
Additional Information
- INTERESTS outdoor activities Photography , Team Work Fast learner Sabre Expert CC&B Super User
Timeline
Shift Supervisor
ADDC, Abu Dhabi Distribution Company
2019.08 - Current
center Supervisor/Sabre Super User
Etihad Airways
2013.12 - 2019.06
Graphic Designer
National Geographic Abu Dhabi
2012.04 - 2012.07
Bachelor of Science - Journalism/Design
Nizwa College of Applied Sciences
2005.09 - 2011.06
High School Diploma -
Al Maqam High School
2005.06 - 2005.06
Training Team Supervisor
ADDC
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