CX General Manager
Petromin
Total des années d'expérience :24 years, 10 Mois
COMPANY: Petromin “Express -Nissan-STALLANTIS-TRISTAR- AUTOCARES “
JOB TITLE: CUSTOMER EXPERINCE MANAGER JAN 2020 - UP-TO-NOW
In charge of managing 50 customer care representatives, and 5 supervisors to obtain high levels of performance in quality, average handle time, first call resolution, compliance to schedule, attendance, efficiency and attrition.
Development and implementation of company-wide initiatives that improve customer relations and brand loyalty.
Develop and manage the Customer Experience framework, strategizing the consumer process and journey.
Oversee Marketing programs that influence the Customer experience through various platforms
Evaluate and analyze the departmental work process to spot opportunities to improve workflow and customer experience
Develop groundbreaking initiatives to create a unique Customer Experience environment for the company's network
Establish and Monitor KPIs related to Customer Experience based on industry standards and measurements
Analyze and implement new programs, tools, and resources to better deliver exceptional customer service
Head the development of both online and offline Customer Experience Projects and collaborate with business owners to create a smooth user experience.
Maintain open channels of communication between the company and its customers
Manage and implement new technology to enhance and ease the customer experience
Manage the Customer Experience team to ensure quality customer service is provided on all levels
Guide team in effective client issues resolution and handle any escalations
Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
Test new strategies for driving customer value.
Managing three departments in the company Contact Center, Lead Management and sales representative - visual showroom.
Establishing and managing a closed-loop lead management system.
Managing all aspects of inbound and outbound lead generation, qualification and management.
Providing the very best experience for every customer.
Working with all company departments to enhance the customer journey by reducing complexity, making efficiencies and improving processes.
Deliver against the business’ overall objectives for sales, customer satisfaction and efficiency.
Using the customer feedback to create a view of areas that need improvement.
Working with diverse stakeholders to drive forward the strategy agenda of the business.
Analyzing statistics and then compiling accurate reports from them.
Improving customer relationship, dedication, and satisfaction.
Establish communication channels and mediums through which clients reach out to a company and vice versa.
Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
Integrate customer relationship management (CRM) and financial data with social media data in order to maintain a consolidated customer account.
Liaise with an organization’s marketing, sales and advertising units to analyze customer feedback and develop programs effective for improved customer experience.
Monitor the activities of customer service staff to ensure compliance with set standards of courtesy and professionalism.
Utilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement.
COMPANY: Petromin “Express -Nissan-STALLANTIS-TRISTAR- AUTOCARES “
JOB TITLE: CUSTOMER EXPERINCE MANAGER JAN 2020 - UP-TO-NOW
* In charge of managing 50 customer care representatives, and 5 supervisors to obtain high levels of performance in quality,
average handle time, first call resolution, compliance to schedule, attendance, efficiency and attrition.
* Development and implementation of company-wide initiatives that improve customer relations and brand loyalty.
* Develop and manage the Customer Experience framework, strategizing the consumer process and journey.
* Oversee Marketing programs that influence the Customer experience through various platforms
* Evaluate and analyze the departmental work process to spot opportunities to improve workflow and customer experience
* Develop groundbreaking initiatives to create a unique Customer Experience environment for the company's network
* Establish and Monitor KPIs related to Customer Experience based on industry standards and measurements
* Analyze and implement new programs, tools, and resources to better deliver exceptional customer service
* Head the development of both online and offline Customer Experience Projects and collaborate with business owners to
create a smooth user experience.
* Maintain open channels of communication between the company and its customers
* Manage and implement new technology to enhance and ease the customer experience
* Manage the Customer Experience team to ensure quality customer service is provided on all levels
* Guide team in effective client issues resolution and handle any escalations
* Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify
opportunities for continuous improvement
* Test new strategies for driving customer value.
* Managing three departments in the company Contact Center, Lead Management and sales representative - visual showroom.
* Establishing and managing a closed-loop lead management system.
* Managing all aspects of inbound and outbound lead generation, qualification and management.
* Providing the very best experience for every customer.
* Working with all company departments to enhance the customer journey by reducing complexity, making efficiencies and
improving processes.
* Deliver against the business’ overall objectives for sales, customer satisfaction and efficiency.
* Using the customer feedback to create a view of areas that need improvement.
* Working with diverse stakeholders to drive forward the strategy agenda of the business.
* Analyzing statistics and then compiling accurate reports from them.
* Improving customer relationship, dedication, and satisfaction.
* Establish communication channels and mediums through which clients reach out to a company and vice versa.
* Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing
customer experience.
* Integrate customer relationship management (CRM) and financial data with social media data in order to maintain a
consolidated customer account.
* Liaise with an organization’s marketing, sales and advertising units to analyze customer feedback and develop programs
effective for improved customer experience.
* Monitor the activities of customer service staff to ensure compliance with set standards of courtesy and professionalism.
* Utilize CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations
on steps necessary for improvement.
Responsible for day-to-day operation of one hundred agents and 10 supervisors and sales representatives.
* Managed multiple concurrent campaigns and allocated marketer resources to meet client goals and projections.
* Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
* Recruited, trained and developed supervisors and sales representatives to exceed office and employee sales goals.
* Operated numerous call center dialing systems to maximize contact ratios and sales
* Monitored software and back-end sales trackers, nuisance reports, performance reports and payroll.
* Collaborated with Quality Assurance and Training Departments to develop monitoring and testing methods.
* Analyzed and controlled costs associated with vendors, concessions to operate business, and staffing.
* Managed end-to-end human resources process, including recruiting, hiring, on boarding and termination.
Supervises and reviews the work of a data entry unit.
* Plans and schedules the work flow of the unit.
* Operates key-to-disc or key-to-tape machines, master consoles, and punch verifier machines.
* Plans format programs for data entry jobs processed on key-to-disc devices.
* Designs master program cards, plans codes when material is of such a nature that coding is performed during data entry,
and prepares necessary instructions for Data Entry Operators.
* Contacts other offices for information regarding procedural and schedule problems and coordinates and adjusts input
procedures and schedules as necessary.
* Establishes and maintains production and employee performance records.
* Prepares reports regarding status of work
* May maintain data-entry control records and files related to confidential matters & Performs related duties as assigned.
* Overall responsibility of the marketing services and functions by managing the data entry department internal & external
communication plan.
Collect and analyze data on customer demographics, preferences, needs, and buying habits to identify Potential markets
and factors affecting product demand.
* Prepare reports of findings, illustrating data graphically and translating complex findings into written text.
* Measure and assess customer and employee satisfaction.
* Forecast and track marketing and sales trends, analyzing collected data.
* Measure the effectiveness of marketing, advertising, and communications programs and strategies.
* Conduct research on consumer opinions and marketing strategies, collaborating with marketing Professionals, statisticians,
pollsters, and other professionals.
* Gather data on competitors and analyze their prices, sales, and method of marketing and distribution
* Liaising extensively with external or internal clients.
* Identifying options for potential solutions and assessing them for both technical and business suitability.
* Presenting proposals to clients.
* Planning and working flexibly to a deadline.
* Make the flow chart for a new researcher.
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