Customer Support Center Manager
Cummins
Total years of experience :17 years, 4 Months
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Training new Joiner into company in Term of product knowledge and soft skill.
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
Holiday factory company is a first tour operator company in middle east region. This German base company is 1st real package tour operator in the Middle East offering professional package tours
Our Mission is To deliver the highest standards of product quality and service to develop outbound tourism in the Middle East.
Inbound operation decided to have a project of selling through customer calls, after providing the customer their needs and then selling the bank’s product; hence the project was named ‘Service to sell’. The concept behind this was to increase the call center revenue and promote the bank’s products via customers’ calls.
Responsibilities:
Studied the top products that can be sold to customers without wasting time for them
Studied other bank IVR and conducted test calls to other bank’s call center
to handle an additional team involved in handling the bank’s properties; trained agents on handling calls with regard to sales, lease, general information of properties, etc.
Appreciated and awarded by the Operations Manager for maintaining ‘zero’ pending cases and resolving all cases end-to-end by putting in extra efforts as well as time
Efficiently handled the MIS area of the complaints and followed-up on the same ensuring to report it on a daily bases to the MIS team as well as the Operations Manager
Received the ’Extra Efforts’ award for working extra hours on peak days and handling calls to help the operations team in reaching the highest targets with regard to customer service
I am responsible for providing reports on various aspects of call-center performance to other members of the management team. Sales and marketing managers require reports on outbound sales performance. Finance executives want reports on the operational costs of the call center. The information technology team needs information on operational performance such as call volumes or requirements ...etc
Improvement
Customer Engagement Customer ServiceProject ManagementOrganizational Development
Relationship ManagementRecruitmentForecasting / ProjectionsStrategic Planning & Execution
Performance
