Customer Experience Manager
Kashier for Payment Solutions
Total years of experience :5 years, 5 Months
Drive strategic initiatives aimed at enhancing customer satisfaction and optimizing operational
efficiency.
● Develop comprehensive customer care team strategies aligned with organizational goals to
enhance the overall customer experience.
● Oversee the customer care umbrella, including team leaders and agents, ensuring consistent
delivery of high-quality service.
● Establish team objectives and key performance indicators (KPIs) to drive performance and
achieve efficiency and experience targets.
● Collaborate closely with cross-functional departments such as product development, account
management, sales, and marketing to advocate for the voice of the customer and implement
improvements.
● Lead initiatives to streamline processes, improve workflows, and implement best practices to
elevate the quality of service delivery.
● Conduct regular performance reviews, provide guidance, and support team members to foster
professional development and ensure alignment with organizational objectives.
● Stay abreast of industry trends, customer feedback, and emerging technologies to
continuously innovate and enhance the customer service experience.
Managed daily operations for efficient task handling.
● Led the successful launch of a new call center system, ensuring seamless transition.
● Collaborated with cross-functional teams to develop new dashboard and system
requirements.
● Assisted in training team members on new system functionalities.
● Contributed to forecasting and headcount plans for optimal staffing levels.
● Established contact reasons, FAQs, and an internal knowledge base for efficient customer
support.
● Managed queues and schedules to meet service level agreements (SLAs).
● Designed skill enhancement plans for improved customer experience.
● Conducted regular performance reviews and provided feedback to team members.
● Collaborated with stakeholders to identify process enhancements and ensure SLA
adherence.
● Provided technical and soft skills training to both new and existing customer support team
members.
● Developed comprehensive training plans, agendas, materials, shadowing plans, and
assessments.
● Conducted research and evaluation of technical training content, updating and improving
materials as needed.
● Administered post-training evaluations to gauge employee competency levels and provided
feedback to line managers.
● Prepared and submitted necessary reports and feedback, including statistics and progress
reports on trainees, to line managers.
● Established and maintained a customer support knowledge base on Freshdesk.
Managed daily operations and updates efficiently.
● Collaborated with internal teams to address and resolve customer concerns effectively.
● Provided solutions and alternatives to customer inquiries and followed up to ensure
resolution.
● Managed queues and schedules based on incoming flow.
● Cultivated a high-performance culture focused on delivering top-tier customer support.
● Conducted bi-weekly 1:1 meetings with team members to discuss performance and
development plans.
● Designed and implemented development and growth plans for team members.
● Communicated clear expectations and provided regular updates to the team.
● Delivered actionable feedback to team members on performance and career development.
● Maintained team harmony and motivation among team members.
● Documented customer interactions in an internal database for service history.
● Contributed to strategic plans for team performance improvement and emergency
management.
➔ Led initiatives to:
● Create a customer care knowledge base on Freshdesk.
● Develop an E-Wallet system for client transaction tracking.
● Implement an action center for client self-service order management.
● Enhance the company help center with informative articles for clients.
● Responded to client inquiries promptly and accurately via chat communication channels.
● Assisted customers with inquiries, ensuring the provision of accurate and timely responses.
● Acted as a customer service training specialist, providing training to new customer service
batches.
● Enhanced processes and knowledge base, updating it daily with new information and updates.
● Served as a subject matter expert (SME) for the client support team.
● Monitored new batches during their shadowing period, providing quality coaching and support.