Customer Operations Manager
Lexmark Research and Development Corporation
Total years of experience :15 years, 3 Months
• Manages and executes contracted Managed Services as defined by Client Statement of Work (SOW); works with customer contacts, 3rd party partners and Lexmark resources to execute defined services.
• Duties include day to day services and operational delivery execution, escalation management, generating or providing customer reports and providing input and recommendations for ensuring Client satisfaction.
• Accountable to support post implementation, steady state services to meet Client and Lexmark targets by collaborating with cross functional teams to ensure excellent relationship is maintained with the clients resulting in contract renewal.
• Responsible for delivering basic operational level reporting to Customer monthly and providing analysis on operational data that might help the customer.
• Consistently demonstrates and represents Lexmark brand according to our mission and guiding principles.
● Played a key role as a core member of the operations team for the successful launch of the first logistics (customer service) account in Cebu, initially overseeing a team of 20 Customer Service Representatives (CSRs).
● Managed and supervised the team, overseeing their handling of emails, chats, and calls, and driving overall team performance.
● Provided supervisory support through transaction monitoring and ensured results were delivered in accordance with Service Level Agreement targets and timelines.
● Led new lines of business projects, overseeing process mapping and ensuring a seamless transition for new processes.
● Implemented Transaction Monitoring policies and initiatives to enhance the site's QA score, establishing standard processes for QA Performance Management across all levels.
● Held overall responsibility for meeting Client service level expectations and maintaining high-quality delivery through continuous process improvements.
● Served as Customer Care Lead, guiding the team to achieve client and company goals through daily mentoring, one-on-one discussions, and motivational strategies, as well as conducting weekly team meetings and focused group discussions.
● Received multiple company achievement awards for consistently delivering exceptional customer service.