I'm an Enterprise Customer Care senior supervisor with over 15 years of experience. My core competency lies in handling any Request-Complaint for our top enterprise Customers in the network, hosting, Proactive Monitoring & B2B Clouding fields.
• Managing 1st line enterprise hosting support • Managing 1st line enterprise B2B support • Managing 1st line enterprise VOLT support • Managing 1st line enterprise Cloud services • Providing the customer service representatives with the tools that enables them to maintain and improve the service level provided to customers. • Handling rough customer complaints, taking the proper action and providing feedback. • Preparing the monthly call center shifts and organizing the daily breaks. • Preparing daily and monthly reports about the Call Center's performance and analyzing them on regularly basis. • Ensuring that proper disclosure requirements have been followed when providing data to customers. • Performing continuous training and coaching. • Holding monthly meeting with supervisors to illustrate their strengths and weaknesses to be able to continuously improve their performance.
