RAMZI AL RANTISI
Customer care Supervisor
Ajman
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings.
Overview
19
19
years of professional experience
Work History
Samsung Supervisor
ACT
South
01.2018 - 01.2020
- Led projects and analyzed data to identify opportunities for improvement.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Created plans and communicated deadlines to ensure projects were completed on time.
Indirect Sales Manager
AZYAN NAJD COMPANY
EASTERN REGION
01.2016 - 01.2020
- Increased regional market share 80% within [6] months.
- Maintained up-to-date knowledge of competitor products and pricing in market served.
- Sold over $[400000] of [power banks & USB cable] product, exceeding sales goals 90%.
- Organized promotional events and interacted with community to increase sales volume.
- Sold products by developing relationships with network of Instagram celebrities professionals.
- Monitored sales team performance, analyzed sales data and reported information to area managers.
- Developed and executed sales presentations as well as both internal and external product training workshops.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Built relationships with customers and community to establish long-term business growth.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
- Communicated product quality and market comparisons by creating sales presentations.
Service Manager
PAN GULF TELECOMMUNICATION COMPANY
EASTERN REGION
01.2013 - 01.2015
- Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
- Monitored team performance, adhered to service level agreements (SLAS) and provided detailed job training.
- Followed up with customers during and after installations to verify satisfaction.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Organized ongoing maintenance schedules to boost system performance.
- Assessed employee work and improved performance.
FF NOKIA CARE MANAGER & NOKIA STORES
IML GROUP AGENCY
WESTERN REGION
01.2010 - 01.2013
- Follow up service centers expenses of each branch and try to reduce it and push maintenance profitability as repair the units which are out of warranty
- Achievement of all service targets and implementing the policies as quality of service after the sale and replace the defective units and repair time (TAT) and finding solution for pending units and using satisfaction customers procedures as loaner units, FCC units
- Prepare regular reports as technical report and customer service report and customer complaints report and suggest the solutions and provide to service management, Nature of Job:
- Follow-up the customer complain with a salesman in western region
- Training new model campaigns & DAP - DOA issues in all location of IR & PR
- Handling the complaint from Nokia Care line
- Handling all care complains issues in Nokia store
- Oversaw daily operations to ensure high levels of productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed team of [33] employees, overseeing hiring, training, and professional growth of employees.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Improved operations through consistent hard work and dedication.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained excellent attendance record, consistently arriving to work on time.
SERVICE CENTRE SUPERVISOR
AXIOM TELECOM
WESTERN REGION
01.2005 - 01.2010
- Monitoring the main service center and service points in western region
- Responsible for 60 showrooms that repair their customers units and return back to showrooms in proper channel
- Responsible for van sales units for maintenance purposes and delivery to wholesales dealers
- Manage front desk staffs of service centers and follow up all their activities as performance and productivity, interviewing new candidates, recruitment of new staff, organization of staff appraisal, attendance, motivation and incentives, annual leave plan and providing service level to higher authority and also responsible to solve customers problems
- Over all Job-flows and service center activities such as opening and closing maintenance job sheets and invoicing
- Follow up service centers expenses of each branch and try to reduce it and push maintenance profitability as repair the units which are out of warranty
- Responsible for quality control :
- Call center
- Repair units
- Weekly quality control of employee performance evaluation (customer complaints, job failure, hotline supervision and management)
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
SERVICE CENTRE MANAGER
AL HADDAD TELECOMMUNICATION
South
01.2001 - 01.2004
- Providing the necessary reserve of spare parts from stores or through direct purchase department after studying expectations
- General follow-up and generating all reports regularly and then forward to top management
- Achievement of all service targets and implementing the policies as quality of service after the sale and replace the defective units and repair time (TAT) and finding solution for pending units and using satisfaction customers procedures as loaner units, FCC units
- ESPONSIBILITIES & SKILLS
- Sales target
- Monitoring business KPI
- Staffs product knowledge
- Special offers
- Monitoring competitors activities Stock control
- Controlling margins – feed back
- Front desk staffs and technical team
- Tracking TAT, Pending, repeat units
- Customers waiting time and Job sheet creation
- Service petty cash and expenses
- Store operation
- Stock availability and stock count
- Forecasting and orders
- Service budget
- Customers communication and confirmation
Education
DATE OF BIRTH -
BBA - Computer Applications such
Mutha University
Jordan2000
Skills
- Team Building
- Handling Customer Complaints
- Performance Management
- Motivational Leadership
- Schedule Coordination
- Microsoft Office Suite
- Regulatory Compliance
- Decision Making
- Team Management and Supervision
- Report Preparation and Analysis
- Complex Problem Solving
- Recruitment and Hiring
- Coaching and Mentoring
Additional Information
- DRIVING LICENSE : , Valid Saudi Arabian License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Samsung Supervisor
ACT
01.2018 - 01.2020
Indirect Sales Manager
AZYAN NAJD COMPANY
01.2016 - 01.2020
Service Manager
PAN GULF TELECOMMUNICATION COMPANY
01.2013 - 01.2015
FF NOKIA CARE MANAGER & NOKIA STORES
IML GROUP AGENCY
01.2010 - 01.2013
SERVICE CENTRE SUPERVISOR
AXIOM TELECOM
01.2005 - 01.2010
SERVICE CENTRE MANAGER
AL HADDAD TELECOMMUNICATION
01.2001 - 01.2004
DATE OF BIRTH -
BBA - Computer Applications such
Mutha University
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