Sharhapeel Tbayshat

Experience:

• Call Centre Supervisor, Mawaqif – Department Of Transportation Abu Dhabi, UAE From 1-April-2014 Current Job “Present 
• Be available to affect the entirety of the team's operations.
• Take calls that agents can't handle and be available when an agent appears to needs assistance.
• Monitor queue and track inbound calls .Keep agents aware of inbound calls, calls waiting, abandon menstruate, etc.
• Motivate and encourage agents through positive communication and feedback
• Meet at least once each week with your team .At minimum, review the following topics:
• Review the past week's events, including statistics, results and industry news.
• Disseminate new production formation to the agents.
• Discusses a lest hemmer point-of-interest topic for the agents.
• Introduce news tuff members.
• Present commendations and awards.
• Communicate company information.
• Answer questions and comments.
• Provide agents with a glimpse off true weeks
• Recruit new staff and schedule existing staff to meet service level objectives.
• Interview and hire staff. Assess needs/plan ahead.
• Develop schedules with agents each month ensure call center objectives are covered.
• Schedule  residual training, department al meetings, sales training, and computer training.

• Translator English /Arabic in MAWAQIF 
• Read given material and research industry-specific terminology
• Convert text and audio recordings from one language to one or more others
• Ensure translated content conveys original meaning and tone
• Prepare subtitles for videos and online presentations translate work English reports into Arabic.
• Cross-reference specialized dictionaries and translation tools to check quality of translation

• Customer Service Advisor 24-Sep-2011 for 1-april-2014
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

• Customs Expeditor, American Embassy-Amman, from July 1st to September 27, 2007.  

• Operate passenger vehicles (armoured and non-armoured vehicles) to transport VIP visitors, officials, temporary and permanent staff within Amman city and other parts of Jordan as necessary.
• Inspect vehicles daily to search for suspicious objects, maintain and clean vehicle and keep a record of trip made and mileage.
• The incumbent keeps all official vehicles in a clean and serviceable condition, and maintains trip logs and other records. 
• Work on rotational basis as required and respond to call for duty 24 hours/7 days a week. 
• This position reports directly to the Motor pool Supervisor and the Assistant General Services Officer.
• Per the Department of State Motor Vehicle Safety Management Program for Overseas Posts, Chauffeurs must be at least 25 years of age or older.

•   Expeditor, WASSEL Company for Distribution and Logistic Serves,       from July 2008-Spetmber 2008

• Growing professional relationships with various internal and external stakeholders.
• Collaborating with project management to prepare for project review meetings.
• Liaising with vendors to ensure timely delivery of goods.
• Receiving shipments of materials, and examining deliveries to ensure accurate quantities, quality, and specifications.
• Facilitating flow of materials between various departments and parties.
• Examining job cost reports for inconsistencies, such as mischarges.
• Meeting and collaborating with management to assess reliability of suppliers and vendors, and to identify solutions for on-going problems.
• Performing clerical duties, and maintaining accurate records and files of activities.
• Following established guidelines, instructions, policies, and procedures.

Courses and Certificates

Cyber security Awareness July 9 , 2007 
English Conversation Workshop 10/4-8/5/2005
TOEIC  Test of English for International Communication  Certificate for Achievement 2-9-2010
CSA process & Procedures 21-3-2013
Customer Interaction System Training 20-3-2013
Fire Warden 8-7-2013, 15th June 2015
CPMS System Training 21-3-2013
M-park System Training 18-4-2013 
Interpersonal and Communication Skills Course 15-16 December 2013
Customer Focus 3-9-2011
Basic First Aid 18th July 2013   ,5th August 2015

Languages

Arabic (Mother language).
English (Conversational).
 

Education

●Bachelor in English of Applied Studies Jordan University of Science and Technology Graduated in 2008

Courses and Certificates

1.            Cyber security Awareness July 9 , 2007 

2.            English Conversation Workshop 10/4-8/5/2005 

3.            TOEIC Test of English for International Communication Certificate for Achievement 2-9-2010 

4.            CSA process & Procedures 21-3-2013 

5.            Customer Interaction System Training 20-3-2013

6.            Fire Warden 8-7-2013, 15 June 2015 

7.            CPMS System Training 21-3-2013 

8.            M-park System Training 18-4-2013 

9.            Interpersonal and Communication Skills Course 15-16 December 2013 

10.       Customer Focus 3-9-2011 

11.       Basic First Aid 18 July 2013 ,5 August 2015