service manager
Better Life
Total years of experience :8 years, 6 Months
To ensure high customer satisfaction through timely value added services while enhancing the revenue for profitability & growth and ensure accuracy of all internal & external process
• Setting and meeting performance targets for speed, efficiency, sales and quality.
• Measuring, improving and adapting customer service standards to the market condition
• Co-coordinating with supervisor and operatives to gather information and resolve issues.
• Monitoring random calls to improve quality minimize errors and track operative performance.
• Reviewing the performance of staff, identifying training needs and planning training sessions.
• Recording statistics, user rates and the performance levels of the centre and preparing reports.
• Handling the most complex customer complaints or enquiries.
• Organizing staffing, including shift patterns and the number of staff required to meet the demand.
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis
• Analyze areas of concern and prepare action plan to improve the customer service experience.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
My GPA is 3.3 and I am proud of that because I was working and studing at the same time.moreover I got many scholarship from my university