customer service director
Raneen
Total des années d'expérience :18 years, 6 Mois
-Cashier
- Responsible for managing, training and developing more than 350 employees who handle cash in 47 branches.
- Solving and investigating customer's long-standing or complex problems passed on by the Cashier department.
- Develop a growth strategy focused both on financial gain and customer satisfaction.
- Product Delivery
- Management of all activities relating to the implementation and delivery of new products, enhancements pertaining to
operational related issues and streamlining of processes to improve productivity.
- responsible of Removes obstacles that prevent the delivery of products.
- Customer Service
- Direct and coordinate the customer service operation managers to ensure clients are tended appropriately in line with
set customer service standards.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Training employees to deliver excellent customer service and involving in staff appraisals and recruitment process.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Analyze existing and potential markets to identify and secure business development opportunities.
Conducting marketing research to identify industry trends and commercial opportunities.
Build long-term relationships with new clients.
Implement new procedures or operational changes
Ensuring company branding is implemented via various communication channels/material.
Responsible for creating and implementing effective business plans to growth sales revenue
Develop a growth strategy focused both on financial gain and customer satisfaction.
Maintains high-level of customer loyalty and builds trust and integrity.
Handling product social media activities.
Maintains ongoing knowledge on industry trends.
Analyses and understands win/loss results for accounts and meetings.
Support the director in all their duties and effectively carry out assigned responsibilities.
Assist in strategic business planning and analysis.
Implement new procedures or operational changes.
Help facilitate clear and consistent communication between departments.
Issuing refunds or compensation to customers.
Meeting with other managers to discuss possible improvements to customer experience.
Organize promotional and marketing campaigns to create awareness and product publicity.
Direct and coordinate the customer service operation managers to ensure clients are tended appropriately in line with set customer service standards.
Provide periodic reports to the CEO on all after-sales activities.
Increased customer retention.
Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Maintained effective customer service by responding to service requests quickly to increase overall FTF by 55 %.
Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
Assessed operational needs and equipment availability to develop personnel schedules and assignments.
Spearheaded process improvement initiatives to reduce service costs.
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Directed training and retraining of employees to boost performance and enhance business results.
Defined and integrated roles, responsibilities, and processes for the business team and data management organization.
Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones.
Reviewed and edited all training materials for accuracy and company policy compliance.
Collected data and performed customer needs analysis.
Supervised team duties related to decision support and business intelligence for business users.
Developed departmental systems and procedures to better align workflow processes.
Streamlined operational efficiencies by delivering recommendations for knowledge-based processes and procedures.
Identified key products, services, and customers and used data to devise innovative sales and marketing plans enabling dramatic growth.
Capitalized on industry and marketplace trends to strategize solutions and enhance business operations.
Develop objectives for the call center’s day-to-day activities.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Engaged in continuous learning and development opportunities to promote continued performance improvement.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Solving and investigating customer's long-standing or complex problems passed on by the customer service.
Visiting customers for the provision of one-to-one service and developing complaints or feedback procedures for the use of § customers.
Issuing compensations or refunds to customers and maintaining accurate and timely records of correspondence or discussions with the customers.
Supervising customer service teams, learning about the products or services of the organization, and following up to date with modifications.
Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process.
Developing customer service standards, policies, and procedures for the organization or department.
Analyzing data or statistics to identify the customer service level, the organization is providing.
Handling and resolving all Consumer Protection Agency (CPA) customer's complaints.
Reviewed overdue tickets and followed-up with customer support personnel to resolve the root cause of the delay.
Solving and investigating customer's long-standing or complex problems passed on by the customer service.
Visiting customers for the provision of one-to-one service and developing complaints or feedback procedures for the use of customers.
Providing advice and help to customers using the products or services of the organization.
Supervising customer service teams, learning about the products or services of the organization, and following up to date with modifications.
Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process.
Developing customer service standards, policies, and procedures for the organization or department.
Analyzing data or statistics to identify the customer service level, the organization is providing.
Developing customer service procedures, policies, and standards for the organization or department.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Created team rotations to man center effectively during peak hours.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Developed all process controls and metrics for daily management of Call Center.
• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
• Executed Monthly Performance Plans with representatives to identify production gaps.
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
• Prioritized team and individual goals to effectively achieve business objectives.
• Communicated frequently and openly to motivate team members and drive goal achievement.
• Assisted in training, motivating, and coaching team members to meet required center goals.
• Provided knowledge and resources to prepare each team member for success and top performance.
• Developed knowledge of products, processes, and call center trends to provide recommendations for improved customer experience.
• Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
• Oversaw call-monitoring, coaching, performance, and corrective action for all team members.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Educated customers on company systems, form completion, and access to services.
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