Customer Experience Manager
Arla Foods
مجموع سنوات الخبرة :14 years, 6 أشهر
*Focus primarily on optimizing every touchpoint of the business to maximize customer satisfaction and drive customer loyalty.
*Responsible for various data collection from customer interactions, to draw insight from this analysis, design and deliver strong data driven recommendations.
*Develop a team focused on driving customer acquisition, retention and satisfaction while handling all customer complaints and escalations in line with operations.
Identify and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 85% success rate.
Coordinate the activities of External Sales Team in order to achieve the quarterly set targets.
Analyzed sales data to leverage client relationships and improve retention.
Create quotes and orders and follow it actively: negotiate and promote products.
Register and handles complaints and ensures proper follow-up.
Collect market information and passes it to determine the positioning of its products.
Collate responses from different departments within TVH and communicates it to customer/prospect.
Directly supervising and coordinating the activities of all customer care representative.
Standardizing customer service procedures across the call center.
Train and coach staff on customer service operating procedures.
Work with management on customer service initiatives.
Provide feedback to management concerning possible problems or areas of improvement.
Generate feedback from the front-line and liaise with the support team for the product development.
Expert in Managing in a call center environment - online, offline and mobile.
Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
1. Answering of inbound calls from customers achieving daily target of 128 calls/shift with AHT of 140secs
2. General technical and professional management of customer care and product/service information requirements of the customer.
3. Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
4. Provide advice to customers on what package(s) that will suit their needs.
Masters in Business Admin with specialization in Finance
BSc Business Admin
