Yahya Ben Jemaa

• Recorded and investigated Service User feedback
• Recorded and investigated internally identified incidents.
• Collaborated with different departments to implement corrective actions.
• Provided regular quality metrics updates to the wider team.

• Providing Community with support and services in response to Covid-19 both inbound and outbound.
• Demonstrating empathy, meeting cultural needs, integrity and work ethic in a WFH environment.
• Using online systems and talking with service users over the phone displaying quality service and call safety.
• Building Rapport and displaying effective problem solving to assist Service users.
• Making outbound welfare calls to Household close contacts and daily health checks.

• Trained new staff on company operations, policies and services.
• Coached new hires, resulting in a better quality service delivery, stronger and tailored development and increased productivity based on their individual skill set.
• Providing product knowledge training and effective strategies to retain information and exhibit a 'know how to find the answer' attitude.
• Maintained up-to-date knowledge of product and service changes.

• Reported directly to the operations manager.
• Assisted the team to meet KPIs.
• Established and maintained working relationships with different departments.
• Evaluated calls according to quality review standards and provided coaching/feedback to agents.
• Investigated client feedback/complaint via phone and email in a professional and timely manner.
• Maintained an up to date understanding of all products, services, procedures and guidelines and communicated these to the team.

• Enhanced the reputation of clients through Concentrix by providing phone support service of the highest quality
• Worked individually and within a team to achieve targets
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times while clearing E-mail queues.

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• Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
• Maintained strict confidentiality in all situations unless abuse, neglect or threats identified.
• Planned and executed productive self-esteem building activities to promote personal growth and daily living skills.
• Assisted youth with homework assignments, sports and fitness, art and literacy.
• Created workshops for youth to improve communication skills, teamwork and cooperation.
• Coordinated youth groups and organised community events and private functions.

• Provided interesting, safe and fun learning activities for school children of all ages (5-18)
• Being responsible for the safety and wellbeing of children during the holiday program.
• Ensured children are collected by authorised persons, parents or guardians.
• Continued communication with authorised parents and guardians.
• Provided high standards and a professional service for children, parents and associated schools
• Ensured your documentation/record keeping is correct and following YMCA process.

• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Ushering customers and followed outlined steps of service.
• Interacted assertively but non-confrontationally with personnel and general public.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Organised camp grounds, services and transportation for 100 people.
• Led groups safely through variety of camp activities.
• Arranged & maintained facility, equipment and vehicles to promote safe and secure environment for campers and staff.
• Kept accurate records on participants' activity attendance and medication usage to improve camper documentation.
• Organised and participated in cross-functional team-building activities.