Geogy Andrew

Ample years of experience in Call Center Operations, Workforce Management, Quality Management, Complaints Management, Supervisor, Team lead in call center

Workforce Management/Operations/Admin/HR: ▪ Managed daily operations and ensured compliance with customer service standards set by Dubai The Model Center (DTMC). ▪ Monitored and implemented customer experience metrics and Key Performance Indicators (SQL, CSAT, NPS), FCR, RTA Queue activity, and other performance measures to drive continuous improvement. ▪ Forecast and schedule roster (Verint WFM System) based on requirements to determine workforce needed to meet fluctuating volumes and staffing demands ensuring resource schedules are managed and call response times acceptable. Created flexible schedules for employees including work-at-home options. ▪ Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels. ▪ Update WFM requests in Verint system related to staff activities, Adherence, Swap and generate reports. ▪ Supervised a team of over 120 Agents (2 Centers), fostering a positive work environment through effective communication, active engagement, and hands-on assistance. ▪ Meetings with Vendors regarding Upgradation and new requirements for Contact Center. ▪ Managing all aspects of incoming Contact Center operations. ▪ Liaise with Operations planning teams to develop staffing plans and allocate resources. ▪ Point of contact between management and employees. ▪ Implement and enforce office policies and procedures. ▪ Plan and organize office events, meetings, and conferences. ▪ Oversee the implementation and maintenance of office technology, including computers, software, and communication systems. ▪ Address and resolve operational issues and conflicts as they arise. ▪ Propose and implement improvements to enhance Contact Center efficiency. ▪ Coordination of day-to-day activities of Management Team and other departments as required. ▪ Managed office supplies and inventory, keeping track of levels and ordering replenishments as needed. ▪ Coordinated meetings for Higher Management, managed calendars, and handled correspondence, including emails, letters, and phone calls, promptly and professionally. Geogy V Andrew ⬧ Resume ⬧ Page 2 ▪ Assisted in drafting forecasts and reports for yearly budgeting, ensuring the contact center had the necessary workforce. ▪ Supervise and support administrative staff, ensuring tasks are completed accurately and timely. ▪ Handled complaints within the Dubai Government unified e-complaint System related to the Customer Care Center, involving investigation, suggestions, and solutions. ▪ Acted as an HR department Coordinator, managing various staff-related issues, including on/offboarding, attendance regularization, overtime, disciplinary actions, visa, insurance renewal and more. ▪ Ensured a seamless onboarding process for new hires, providing induction training and resources. Quality Management: ▪ Review agents’ conversations across all contact touchpoints (Calls, Email & Chat) to measure teams’ performance and track customer support quality as per guidelines and criteria set by DTMC (Attributes set by Dubai government, Dubai The Model Center). ▪ Scheduled training and coaching for Agents based on performance reports and KPIs with on-the-job training sessions.

B.com (Course completed only)

Certificate Course in Airline and Travel Agency Management – Fare Construction and Ticketing Course