Senior Manager Operations - Customer Service
The Resource Group
Total years of experience :15 years, 1 month
> Managed a team of 13 managers directly and provided oversight for 500+ agents
> Responsible for management of the entire customer services and contact center units
> Managed the P&L for the unit with the focus on revenue and growth targets
> Actively monitor and analyze key drivers of ongoing customer satisfaction metrics (CSAT) and measurements
> Provide strategic guidance and direction on the development of customer satisfaction and loyalty programs and initiatives
> Ensure all processes adhere to COPC, client and industry standards
> Well experienced in inquiry, complaint resolution units, technical support, sales, telemarketing, phone banking, surveys and order processing helplines
> Setting up and testing new pilot projects/campaigns for feasibility and workability
> Implement new programs from scratch and handover to account mangers after implementation
> Setup and deploy new stand-alone contact centers as a turnkey solution for out clients
> Oversee the entire process from contract negotiations, due diligence, capacity planning, sourcing, applications development/deployment such as CRM and MIS, training to launch
> Setup new processes to maximize efficiencies
> Ensure all SLA, KPI, targets are met within the agreed TAT
> Involved in developing corporate strategy, including pricing, work flow processes, market strategy and IT infrastructure
> Creating and ensuring “business as usual” through business continuity planning
> Performing gap analysis and addressing and plugging any gaps identified
Verticals & Clients served:
Telecom:
Telenor (Pakistan)
Bell, AT&T, Charter Communication
IDT, Packet 8 (USA)
Bulldog, Midas, Titan (UK)
Automotive:
Volkswagen, Audi,
Honda, BMW Consumer Products:
Unilever
Nestle
Financial Services:
State Bank of Pakistan
Barclays Bank
Non-Profit and Charity:
Kids Wish Network
Alzheimer’s Association
Insurance and Security:
AIG, DTX
Back Office:
Google - Visual Search
Technology and media:
Oracle
IBM
> Ensure that day to day operations run efficiently and cohesively according to the business needs
> Act as a liaison between the client and the company’s many functional departments like HR, Finance, IT and QA
> Developed new processes, training modules and quality standards to ensure a positive customer experience.
> Conduct product and supervisor trainings
> Monitor Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) levels through outbound calls and surveys. Identify and track customer satisfaction issues and utilize excellent customer care skills to communicate and manage customer satisfaction concerns
> Coordinate with cross-functional teams to ensure the surveys capture the customer experiences needed to confirm changes and identify opportunities to improve the customer experience
> Responsible for employment development activities such as coaching, counseling, team building, and motivational programs
> Increased employee retention by developing different reward and recognition, commission and incentive programs
> Create new implement new processes to increase productivity and reduce costs
Achievements
> Winner of WOW award 2006 & 2007 for exceptional service
> Winner of Service Beyond Excellence Award 2009 for performance on all KPIs
> Winner of Innovative Idea of the Year Award 2010
> Increased sales and revenue by 35% on the sales programs by formulating an effective recall strategy
> Increased customer satisfaction level by 30% - 45% on several programs resulting in higher profits through customer retention and repeat business
> Planned and implemented performance management methodologies across the board using an automated scorecard process
> Successfully planned and lead a companywide project of MIS automation
> Designed and implemented an automatic scheduler and reporting for the company’s transportation facilities which eliminated certain inefficiencies and reduced the overhead by 18%
> Provide technical solutions and support to clients on site and over the phone
> Provide consultations on network and IT solutions to client
> Design and implement customized solutions for networks, software and hardware
> Installed and configured Windows NT /Windows 2000 Server and Workstations
> Designed, implemented Win2000 active directory and managed active directory objects.
> Installed, configured and managed DNS, DHCP for Windows 2000.
> Established and monitored network security policies by means of system policies, and auditing.
> Converted Network backbone from token ring topology to Ethernet LAN accessing ATM backbone.
> Migration from Windows NT environment to Windows 2000.
> Responsible for sales and inventory.
> Provided Customer Service and resolved customer issues for accounts such as billing, verification, and updating information.
> Provide post-sales support to customers and supported customers with troubleshooting of wireless equipment.
> Communicated with companies and suppliers regarding invoices and payments.
> Assisted customers with various wireless calling plans.
> Assist department manager with long range planning goals and implementation.
MBA In Progress
Initial 2 years