Well I had done part of my education in Russia, thats why Im able to speak,write and communicate in russian language fluentley
MIS Team Leader & Quality Assurance Consultant & Trainer
MENA Business Service
October 2007 - January 2013
• Manage day-to-day planning and solve problem for a team of agents to meet with the required service level components
• Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents
• People Management, including all HR related issues, as well as staff development
• Managing the floor
• Call monitoring, coaching and feedback
• Responsibility for delivery of the defined customer experience in every call
• Training and development of staff and conducting performance appraisal for the team.
• Work very closely with team members to solve customer problems
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring for all the agents.
• Used quality monitoring data management system to compile and track performance at team and individual level.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for Call Centre staff.
• Provide feedback to Call Centre team leaders and managers.
• Prepare and analyze internal and external quality reports for management staff review
Cupola Tele Services
March 2006 - October 2007
• Making outbound calls to know the Clients needs and if they have any upcoming Project, follow up the lead until closing.
• Providing accurate information in courteous and professional manner.
• Identifying and reporting all customer complaints to the appropriate division manager or immediate manager.
• Ensuring that all complaints and concerns are attended to speedily and satisfactorily. Briefing immediate manager on any significant issues.
• Handling for U.A.E Campaigns to generate leads by using a generic script
• Handling South Africa Campaigns to generate leads by using generic script.
• Follow up the unconfirmed lead for the team and make sure all the information are correct which is entered by the agents.
• Follow up the Nurtured leads by calling the accounts and confirm the information with them.
• Calling for Cisco Partners/Resellers to offer for them the latest updates about Cisco solutions.
• Working closely with the HR department for screening the candidates.
• Called people for interviews and formulated their contracts.
• Implemented the HR policies of the company.
• Recruited people for Cisco campaign.
Purchase &Marketing & HR Coordinator
Art Metal FZC
February 2005 - March 2006
Hamriya Free zone, Sharjah, U.A.E
• Coordinate appropriate internal and external resources to complete projects on time and within budget by tracking the project materials through the production process
• Answer customer questionnaires and requests for information.
• Worked closely with customer service and strategic account representatives to coordinate and disseminate information.
• Create proposals and gathers supporting materials to assist the sales team in attracting and in maintaining business.
• Worked temporarily as PRO for 2 months
• Had the responsibility of making new applications for visa and dealing with the cancellation process
• Worked as HR officer on the construction site and was responsible for 200 workers.
Dubai Health Authority
Worked as Quality Assurance
Green Crescent Insurance
Worked as Quality Assurance
Worked as Quality Assurance & Trainer
Worked and Quality Assurance & MIS
Worked as Quality Assurrance consultant & Trainer & MIS for this project
Worked as Quality Asurrance consultant & Trainer
Ministry of Labour
Worked as Team coordinator,Team Leader, Quality Assurance and MIS for this project in call centre
Qualifications & Certifications
General Physician State Medical University of Saint Petersburg Russia
Higher Secondary Education
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