RAYAN ABD EL HAMEED ALI
Dubai
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
8
8
years of professional experience
Work History
Supervisor Quality Analyst
Hexaware Technologies Limited
03.2022 - Current
- participate in the design of quality control models of service channels and quality standards
- Recommend, implement, and monitor preventive and corrective actions to ensure that quality assurance standards are achieved
- Monitor calls/emails/chats and provide the data to the management team
- Use QA tool system to assemble and track the performance of the advisors at the contact center
- Conduct call listening / email reading session
- prepare calls / emails/ chat script to useful process and help the advisors to get improved
- Provide internal support to the teams
- coordinate internal calibration and external calibration with the staff and the client
- Preparation and analysis of the internal and external quality reports in order to review it with the relevant departments / weekly / monthly /yearly
- Conduct quality induction sessions with the advisors / support teams
- Ensure that user expectations are met during the testing process
- Investigate customer complaints and product issues by identify the roots of the issues and provide full synopsis with the relevant teams
- Ensure ongoing compliance with quality and industry regulatory requirements.
- Improved product quality by implementing strict testing protocols and identifying areas for improvement.
Senior Customer Service executive
Hexaware Technologies Limited
03.2019 - Current
- I am working at Hexaware Ltd which handles the VFS Global visa application center project
- VFS Global is a semi-government visa application center in which all the residents of GCC countries are required to submit their visa applications for all Schengen countries, Canada, Australia, South Africa, and much more through it
- I am working as Complaint resolution internally and externally, handling emails and live chat, and as a senior customer service representative for the Canadian embassy at the Canadian visa helpdesk, I am responsible to answer applicants' inquiries through calls, emails, and chats as well.
Senior Customer Service executive
Aran center academic support and assessment
10.2018 - 12.2018
- A Receptionist at Aran Academic Support and assessment Center.
Customer Service Representative
DHE-Export & Import
09.2016 - 11.2017
- Assist customers with the order process and provide the most current shipping status on existing orders.
Education
Bachelor's Degree in Knowledge Management -
Bachelor of Administrative Studies - Knowledge Management
Future University Sudan
06.2016
Skills
- Time Management
- Flexibility in Analytical Approaches
- Collaboration and Teamwork
- Communication
- Training and mentoring
- Staff Management
Languages
Arabic
English
Aboutme
RAYAN ABD EL HAMEED ALI, QUALITY ANALYST, +971544764840, reresalih91@gmail.com, Al Warqa'a 1 St, Dubai, United Arab Emirates
Timeline
Supervisor Quality Analyst
Hexaware Technologies Limited
03.2022 - Current
Senior Customer Service executive
Hexaware Technologies Limited
03.2019 - Current
Senior Customer Service executive
Aran center academic support and assessment
10.2018 - 12.2018
Customer Service Representative
DHE-Export & Import
09.2016 - 11.2017
Bachelor's Degree in Knowledge Management -
Bachelor of Administrative Studies - Knowledge Management
Future University Sudan
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