Customer service and training manager
AL SAGHEER GROUP
Total years of experience :18 years, 8 Months
- Design, develop and update training material and assessment tests based on the identified training needs and source training material.
- Coordinate and conduct small group and individual training sessions based on staff and organizational learning needs.
- Routinely evaluate business training needs and adjust staff development and educational programs.
- Develop and manage tracking and reporting progress on training.
- Partner with the management team to align customer service department policies and systems with the company's objectives.
- Lead the process of hiring customer service representatives.
- Train and Manage a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.
- Provide feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
- Document and maintain reports related to discussions and feedback provided by customer and present reports to appropriate department to enable further improvement in products/services.
- Created and maintained a tailor-made customer care training program.
- Designed a quality control program and implemented standards to coach employees toward high performance and success.
Directed sales floor activities, assisted customers and addressed customer concerns.
•created promotional marketing strategies to stimulate sales growth.
•Took necessary measures for recruiting, training and coordinating store personnel.
•Ensured employees provided highest standards of customer satisfaction and quality service at all times.
•Maintained inventory levels and providing feedback to owner/buyer regarding trends and needs for re-orders.
•Handled customer’s complaints.