Ajwad Moosa Didi
Addu City
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Overview
12
12
years of professional experience
Work History
Contact Center Supervisor
Bank Of Maldives
09.2014 - Current
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Developed quality employees within call center to take over leadership positions.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Evaluated data to identify trends and determine customer service needs.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Call Center Agent
Bank Of Maldives
07.2011 - 09.2014
- Developed and maintained courteous and effective working relationships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
Education
High School Diploma -
Center For Higher Secondary Education
Male'2007
Skills
- Customer Needs Assessments
- Operational Standards
- Advertising Initiatives
- Data Integrity
- Employee Performance Reviews
- Key Performance Indicators (KPIs)
- Team Coaching
- Individual Sessions
- Customer Care
- Employee Engagement
- Staff Training
- Motivational Leadership
Timeline
Contact Center Supervisor
Bank Of Maldives
09.2014 - Current
Call Center Agent
Bank Of Maldives
07.2011 - 09.2014
High School Diploma -
Center For Higher Secondary Education
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