Manager Customer Service
Housefull International Ltd
Total years of experience :8 years, 9 Months
Report directly to the Vice President of Operation. Responsibilities include operation management, process improvement, training, client services, e-commerce and customer satisfaction.
Tracked inventory of available furniture pieces.
Authorized customer discounts when sale items weren't immediately available.
Set sales goals and monitored employee performance
Conduct weekly performance evaluation with complaint managers of all location within India.
Handle the E-commerce business and help maintain the website
Routinely inspected sales floor and met with customers
Assisted with the arrangement of store furniture presentations
Coordinated with store owner to implement sales strategies
Analyzing customer feedback, evaluating areas of improvements & provide feedback.
Delivering support within the allocated budget.
Authorized furniture replacements and approved customer refunds.
Ensured that store polices were applied and upheld
Coordinated with store owner to implement sales strategies
Following up with the customers and internal team to ensure resolution within the time frame.
Planning, directing and coordinating the entire Logistics Operations Management for PAN India Markets for Housefull International Ltd with 38 independent retail stores running successfully in Mumbai, Pune, Nasik, Ahmedabad, Surat, Baroda, Bangalore, Hyderabad, MP and Chennai.
Ensuring flow of goods from Local warehouse to customers in an efficient, cost effective way to meet consumer demands with minimum interruptions to service.
Develop and review policies and procedures to enhance customer and internal client relationship.
Analyze team members/departments performance and provide feedback to improve services.
Assisting the HR team in recruitment
Follow up with customers to ensure the performance of the product purchased
Improve customer service by analyzing and planning the services and policies.
Liaising with other departments to respond to customer expectations through phone/email/chat.
Prepared, maintained, and communicated all operational SOPs / KPIs in order to ensure the efficient and cost effective operation and utilization of the facility.
Play major role in the implementation and management of Customer Care Processes for monitoring and measuring Customer Satisfaction and Feedback (Suggestions and Complaints) to maintain and build a loyal customer base.
Planned, monitored and measured the Service indicators for the Customer Service functions of the company.
Forecast Fulfilment Planning, Demand Planning based on current and past trend for deliveries & Sales.
Managing Transport budget and ensuring the same to be within the limits as per the plan, backend manpower cost allocation as per the plan and ensuring min. 95% efficiency with the same.
Report directly to the Vice President of Operation. Responsibilities include operation management, process improvement, vendor management, training, client services and sales improvement.
Primary point of contact for clients.
Operation Management of 600 service centres and heading the customer service for India.
Vendor Management (Outsourced the customer care department and worked as a client)
Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
Handle the training department and ensured all associates are well trained before they start taking calls.
Primary point of contact for clients.
Manage an Inbound/Outbound Customer Support/Sales process of delivering products throughout India.
Designed process to improve sale/customer satisfaction.
Employed industry recognized best practices in service delivery to ensure sales targets are met.
Providing direction and feedback to team members and assisting with recruitment
Conduct weekly performance evaluation to ensure all SLA’s are met.
Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
Managing escalations to ensure all issues are addressed and customers are satisfied.
Planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
Organized the warehouse and budgeting the warehouse expenses.
Setting strategies to improve sales and customer service.
Liaising with other organizational units, service agents and customers to identify and respond to customer expectations
Reported directly to Senior Site Director of Operations. Responsibilities included management of P&L, SLA compliance, cross-functional teams, operations management, management workshop sessions, quality, continuous improvement, process metrics development, business development, and client site visits
Management of P&L of the process named FTD and Interflora UK
SLA compliance and ensuring that all SLA are met as per the clients requirement
Operation Management - Managing a head count of 250 people including assistant managers, team leader, sr. agents and agents.
Business development and client site visits.
Developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
Worked with the Business Development team to successfully transition the account from UK to the Philippines.
Primary point of contact for clients; served as internal client advocate.
Manage an Outbound Customer Support/Sales process of delivering flowers throughout the globe.
Conducted employee performance appraisals for all Supervisors and Team Leaders.
Conduct weekly/monthly/quarterly performance evaluation
Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
Recruitment of Associates, Sr. Associates, Team Leaders, Team managers and Sr. Team Managers.
Responsible for the Weekly, Monthly & Quarterly Business reviews
Managing, motivating and developing staff providing customer services
Providing direction and feedback to team members and assisting with recruitment
Program Supervisor - March/ 2009- Jan/ 2010 Clark, Philippines
Reported directly to the Program Manager and responsible for leading three teams of 38 first line associates and 3 Subject Matter Experts providing customer service and billing support for the largest wireless ISP in US.
Leading three teams of 38 first line associates and 3 Subject Matter Experts providing customer service and billing support for the largest wireless ISP in US.
Mentor and assist new hires
Implementing metrics-driven “best practices”, to improve CSAT scores.
Provide functional support & direction to the associates on customer support needs
Conduct weekly performance evaluation
Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
Helping other Supervisor’s to meet their targets.
Analyze and compare Actual contact flow to Forecasted contact Arrival Patterns to detect call spikes and potential outages
Trending electronic ticket, phone, chat, and email flow patterns in real-time to identify and isolate possible outages.
Liaising with other organizational units, service agents and customers to identify and respond to customer expectations
Employed industry recognized best practices in service delivery to ensure contract deliverables and contractually defined service levels are met.
Review and approve all escalation requests to ensure validity and completeness of required documentation prior to actual escalation.
Handled the complete training department for 2 months.
Play major role in the implementation and management of Customer Care Processes for monitoring and measuring Customer Satisfaction and Feedback (Suggestions and Complaints) to maintain and build a loyal customer base.
Handle 4 queues consisting of Inbound, Outbound, Email, Chat