Sarah Mattar

• Guide and train staff, especially new joiners on the projects.
• Provide soft skills training in how dealings professionally with customers.
• Training how to work on different systems according to each project.
• Building staff skills, communication skills, and improving their skills and job performance at work.
• Providing the skills of persuasion and winning customers ( sales/ marketing ) which is required in some projects.
• Create K-base material for each project.
• Creating a training agenda for each project.
• Training Coordinator: creates the reports sheets/PPT for my team in the training department.
• Creating verification assessments for training & every month for all employees by website link.
• Doing remote training/meetings with the employees and clients.
• Other tasks required: QOT / Login / attend calibration/evaluation/monitoring/refresher session.
• Delegate & fully responsible / travel / for guiding and following up with our trainers in KSA branches.
• Besides my manager, I guide & train my team ( Trainers ) to work on our responsibilities in a professional and required way.
• Evaluated success of training programs and recommended improvements to upper management to enhance Produced training manuals, presentations and resources for enhanced learning.effectiveness.
• Worked with central management to identify, plan, align, and address training needs.
• Produced training manuals, presentations and resources for enhanced learning.
• Recruitment interviews serve as support for human resources to select fully and correctly qualified employees for the project.
• Created and maintained detailed training records and reports for management review.
• Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
• Trained and mentored 500+ personnel hired in various project.

Names of projects that had great success and I gained experience working on them :

• Quality & Training Associate: KKT Clinic - ASH Hospital - Extra - Tania Water Co - OSN - McDonnells - Panasonic - Neom - VFS ( Visa Application Center ) - E-commerce projects ( Red Tag - Fashion ) - Neom Hospital.

• Trainer.
• Evaluation: per agent has evaluated to raise work efficiency and development in the company ( per LOB: Voice / Emails / Chat / Social media ).
• Create reports: weekly and monthly performance reports on the level of employees work and the performance of each employee by MTD & charts.
• Other reports related to monitoring/validation of their other practical performance and doing coaching/ briefing/ refresher sessions to develop their performance work.
• Monitoring side by side.
• Creating scoresheets/weekly meetings with clients.
• Investigated recurring customer complaints, determining source and recommending solutions.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Scheduling employees for a coaching / briefing / refresher sessions to improv thire work performance or providing them the updates.

• High performance in customer service experience.
• Professional communication & soft skills.
• Providing correct and complete service or action to reach customer satisfaction.
• Skills of winning and convincing customers ( sales ).
• Based on my high performance, was handled CEO/ HR / Finance/ Gulfcx calls.
• Engaged customers in person and over phone/emails/whatApp/social media to answer questions and address complaints.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Escalated issues to proper supervisors when standard processes were not effective.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.

Names of projects that had great success and I gained experience working on them :

• Customer Service Representative: Aramex - Jolly Chic - KKT - Olive ( Maintenance center ) - Handled CEO/ HR / Finance/ Gulfcx calls.

Customer service for EWA Electricity & Water Authority

It was a short period, but I learned a lot and was beginning in customer service, and how to deal with customers and how to work to help them by activating electronic service for all of Bahraini society, also learned about teamwork and time management which helps me a lot and gained me a new relationship as well.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Updated account information to maintain customer records.