Customer Care Manager
Stc Specialized
Total years of experience :26 years, 8 Months
Designation Chronology:
• Jan 11 - Present: Customer Care Manager
• Mar 10 - Jan 11: Call Center Supervisor
• Dec 06 - Mar 10: Call Center Team Leader
• Sep 06 - Dec 06: Customer Care Representative
Highlights:
• Introduced New Huawei Billing System including CRM and CSB modules, while ensurings its successful implementation by taking care of all stages involved.
Key Responsibilities:
• Oversaw the overall after-sales service support offered to customers, ensuring that all vendors honored the terms of warranty extended, escalated more complicated issues to technically skilled personnel, and guaranteed customers satisfaction within the agreed upon after-sales service period.
• Responsible for management of the operations in Customer Care department including reporting, development of work processes, management of integrity, team work, and supervision.
• Maintaining a continuous working liaison with different departments to get customers problems solved, improve product knowledge, and exchange other important information to ensure smoothness of operations.
• Reviewing and improving customer loyalty programs while introducing new campaigns which would help increase company ability to retain as well as grow customer database.
• Managing the team dynamics to ensure their motivation levels remain high at all times while they abide by company’s policies and consistently accomplish assigned targets.
• Stepping into difficult-to-handle customer situations, taking over from junior staff to aptly deal with disgruntled customers and resolve their problems on priority basis through prompt follow up with relevant department.
• Working on improving call center operational strategies through in-depth assessments, performance evaluations, cost VS benefit analyses, and review of currently in use technologies.
• Profiling the needs of users in order to clearly determine technical specifications, productivity, quality and customer service standards which would ultimately help the call center remain highly competitive.
• Conducting detailed operational analysis to help improve system performance by identifying and resolving day-to-day problems, carrying out system audits, managing systems, and ensuring full implementation of quality assurance programs.
Key Responsibilities:
• Oversaw and implemented quality customer service guidelines while reporting any issues and resolving problems which may be affecting call center operations.
• Contributed business acumen, customer feedback, and day-to-day interaction experience to the development of annual marketing plans, campaigns, and other advertising efforts to improve product positioning.
• Mentored the right talent to top in order to meet company’s ever demanding human resource requirements while presenting individual staff performance reports to make important personnel management decisions.
• Directly responsible for carrying out HR related functions including recruitment, selection, training, and assignment of tasks while clearly communicating job performance expectations.
• Remained abreast of industry knowledge by attending training opportunities inside and outside the organization to build capacity to improve call center operations and deliver exceptional customer services.
• Built a strong work ethic and performance rewarding culture on the floor while exhibiting difficult to handle situations through self driven examples.
• Regularly conducted meetings on weekly basis to review past week events, disseminate product information, discuss rebuttals, and introduce newly hired staff members to the rest of the team.
• Oversaw other important matters related to staff handling and call center management including keeping track of attendance, monitoring daily call statistics, and maintaining file records for each agent.
Highlights:
• Awarded with a Certificate of Appreciation for “Outstanding Performance and Value Contributions towards Success of Hajj 1427 & Hajj 1428”.
• Maintained an excellent relationship with all customers, specifically VIPs which helped the company retain its market share.
Key Responsibilities:
• Met assigned customer service targets while guaranteeing 100% customer satisfaction rate by strictly adhering to company defined quality assurance standards.
• Proactively monitored the call center operations to identify and capitalize on opportunities to add more value for the customers.
• Tested the minimum product knowledge level of call center agents to ensure they sufficiently handle majority of incoming customer inquiries.
• Conducted detailed volume analysis of calls, reduced abandoned call rates, and defined levels of service accomplished.
• Evaluated individual call center agents’ performance while providing them with feedback to contribute overall team capacity building.
• Conducted job related quizzes, job roles, and prepared monthly score cards to help junior staff members recognize weak areas needing improvement.
• Ensured all important recordings of IVR remained updated on regular basis as per the changes in festivities, important occasions and holidays.
Key Responsibilities:
• Listened to customers inquiries, handled their complaints, and solved their problems by following up with relevant department.
• Exhibited a strong work ethic with focus on value added contributions towards overall team’s target achievements.
• Worked on improving the quality of customer service delivered by enhancing knowledge base, working on rebuttals, and understanding solutions to problems faced by clients.
• Opened new accounts of customers, planned daily work schedules, and called potential customers to generate sales leads for future business development efforts.
• Met the assigned business development targets through rigorous management of sales efforts while collaborating with seniors to get help in tackling difficult situations.
Key Responsibilities:
• Prepared and submitted reports on periodic basis to sales supervisor as per company’s rules and regulations.
• Remained updated on competitors’ products to answer any particular questions related to comparisons.
• Reviewed previous day’s performance, advised developments, and exchanged views to work on areas of concern.
• Took ownership of continuous improvement in performance through personal development and regular review of the job description assigned.
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Other Training & Certifications: • 2010: Training in “Reports designing” & using (Business Objects) program. • 2007: English Language course for three months in (Auckland, New Zealand).
