Rania El Atmioui

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Education

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Experiences

Training and development of individuals on payment processes and procedures.
Provide timely and accurate reporting to the business to communicate performance against set KPI’s/impact of decisions and changing trends that could impact the business.
Manage key stakeholders including Finance, Operations, Risk and Fraud, Systems Support and the Customer Helplines.
Identifying policy breaches and implement corrective action.
Improving workplace policies by gathering and evaluating environmental data.

Conducting quality control calls with customers to guarantee
compliance with process standards.
Chasing up overdue payments to offer assistance in difficult
situations and set up payment plans.
Providing feedback to different departments (sales, renewals, cancellations, up-selling) to improve the overall performance.

Interview and hire staff, coach and provide training to personnel to maintain high customer service standards.
Evaluating performance with KPI's (average handle time, call-waiting time etc.).
Recording statistics, user rates and the performance levels of the centre and preparing reports for different departments or upper management.
Motivating and retaining staff and coordinating bonus, reward and incentive schemes.
Working with other management team members to develop call centre objectives, keeping profitability and efficiency in mind.
Leading team meetings and coach and motivate team members.
Creating weekly/monthly reports.
Monitoring random calls to improve quality, minimising errors and tracking operative performance
Reviewing the performance of staff, identifying training needs and plan training sessions
Coordinating bonus, reward and incentive schemes

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Manage a team of call center agents.
Taking calls that agents can’t handle and being available when an agent appears to need assistance.
Monitoing compliance with workplace policies and safety objectives
Tracking employee productivity, performance and task completion
Aligning day-to-day activities with targets set by upper management
Creating and maintaining spreadsheets using Excel.
Identifying errors in data entry and related issues, reporting to managers for resolutions.
Compiling and documenting statistical information for weekly reports.
Assessing documents for data errors and immediately made corrections to promote information accuracy.
Making monthly agents' performance KPIs
Motivating employees by outlining opportunities for job progression and bonuses
Equipping staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and underperforming employees in best operational practices
Meeting monthly objectives by providing personalized, friendly and knowledgeable customer assistance

Outbound cold calling.
Building excellent rapport with clients.
Exceeding KPI’s.
Working towards monthly targets.
Identifying potential clients, generating leads, engaging with prospects, demonstrating product features, negotiating, and closing sales.

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Skills

Customer Service Manager