Football
TAREK ALREFAI
Team Leader
Salmiya,KWT
Summary
Let me introduce myself, I am currently a customer care team leader, who has many years of experience in this role. I am experienced in dealing with customers, working on computer & thinking out of the box. I always raise the challenge & competition level in the place I work in.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Call Center & Direct sales executive
York - Al Yousifi co
01.2012 - 01.2016
- Call Center: Receiving calls for central A/C maintenance department - Making requests to send the technicians to the clients - Arranging appointments for some special requests by coordinating with the internal departments - Following up with the coordinators to check the updated status of the clients' requests - Collecting client's feedback to improve the process and gain client's satisfaction
- Direct sales executive: Making quotations of A/C machines as per clients inquiry - Meeting clients to discuss about the prices of the machines and shipping procedure - Making invoices and delivery reports - Accompany the client to make sure of the payment procedure, and to guide him to the collecting area - Working with the upper management in order to reach to clients' satisfaction - Filing all the documents to be able to review it easily when needed - Making monthly summary in excel sheets for the documents such as the invoices and inquiries.
Documentation assistant - CNC tags machine operator
Hayat communications
01.2016 - 01.2019
- Checking and organizing daily site reports - Entering daily reports in excel sheets - Checking reports and marking them on maps based on project progress -
- Analyzing and making summary out of the reports
- Tags machine operator: Generating codes that can operate the cable tag machines by converting the tag's text mentioned in excel sheets using some programs - Fixing errors related to the tagging machines - Recording daily data about the numbers of the tags made and arrange it according to its area - Sending and receiving emails related to required tags and the procedure that is going on
Customer Care Team Leader
Festivity
01.2019 - Current
- Customer care agent: Receiving phone calls - Checking items availability with vendors - Confirming orders with customers & vendors - Handling issues - Reschedule orders for customer - Provide customer with products & services details - Chatting with customers - Handling social media messages & comments - Cross selling.
- Team leader: Maintaining excellent work inviroment - Training new customer service team members - Leading performance reviews for team members - Creating reports for the director - Resolving escalated customer issues - Planning and distributing employee work schedules - determining the goals that members will work toward - Evaluating team member performance using KPI method - Ensuring the customer satisfaction - Working on upgrading the website/application - Helping in all customer care agents jobs if needed.
Education
High School Diploma -
Al Shaheen High School
09.2010 - 06.2011
Sales Training & Coaching Program -
Faisal Al Mahmeed
Skills
Documentation and reporting
Customer Relationship Management
Complaint resolution
Key performance indicators
Performance improvement
Client Service
Multitasking Abilities
Teamwork and Collaboration
Teambuilding
Daily workflow improvement
First Call resolution
Staff education and training
Vitamin Fun small business
In 2020, I started my small business "Vitamin Fun" for kids games & occasions products rental.
Interests
Travelling
Mobiles tech
Timeline
Customer Care Team Leader
Festivity
01.2019 - Current
Documentation assistant - CNC tags machine operator
Hayat communications
01.2016 - 01.2019
Call Center & Direct sales executive
York - Al Yousifi co
01.2012 - 01.2016
High School Diploma -
Al Shaheen High School
09.2010 - 06.2011
Sales Training & Coaching Program -
Faisal Al Mahmeed