Head of Operations & Customer Service
My-HD Media
Total years of experience :17 years, 11 Months
• Directly reporting to CEO.
• Started and established My-HD’s Customer Service and Operations operational processes, strategies and Key Performance Indicators and ensure that the service level set is consistently met.
• Selection, hiring, training, assessment, and development of employees.
• Mentoring direct reports who are responsible in managing the day to day operations ensuring continuous attainment of the company’s objectives.
• Collaborates with various departments in deciding and executing campaigns, growth plans and initiatives.
• Prepare executive summaries as required for operational reviews of the business, Business Rules and correspondences sent to internal and external customers.
• Draft, approve, scrutinize, document and circulate the organization’s business rules, marketing campaigns to customers and business partners.
• Maintain integrity of My-HD’s database whether individual or commercial accounts and that financials are audited for review and recognition.
• Inventory control and quality assurance management of manufactured equipment being sold to or released to consumers.
• Extensive experience of the pay TV industry, DTH receivers, VOD, OTT.
• Monitor and ensure that all channels and programs being broadcasted are accurate, of pedantic clarity and of precise quality and aired on time as scheduled.
• Prepare weekly and monthly reports as and when required by the Team Manager.
• Function as back-office support in managing individual and bulk accounts such as hotels, villas, restaurants for subscription activation, client retention and cancellations.
• Audit and validate accuracy of financial details such as collections prior to submission to Finance Team.
• Prepare weekly and monthly reports as well as filing and storing of imperative documents such as checks, receipts, purchase orders, forms pertaining to transactions for recognition of the organization’s sales and profits.
• Reporting to Customer Service Manager.
• Manage representatives ensuring that customer satisfaction parameters meet the defined service standards of the company.
• Supervise, coordinate, plan, prepare and device activities of workforce in terms of schedules and workloads.
• Train, observe and evaluate employee performance while making recommendations to management concerning staff and improvement of procedures.
• Interpret and communicate work procedures of company policies, business rules to staff.
• Audit customer’s financial transactions for Finance Team.
• Prepare, maintain and submit operational reports to various departments and executive level employees.
• Answer telephone inquiries from U.S. based passengers boarding United Airlines pertaining to travel routes, air fare quotes and flight reservations.
• Administer assistance to frequent travelers in the redemption of accumulated frequent flyer miles corresponding to the distance flown via United Airlines, or its partners for free air travel, goods or services, upgrades or lounge privileges.
• Provide technical support to U.S. based consumers owning Philips and Magnavox electronic devices.
• Direct customers with queries about product features, specifications, capabilities and limitations.
• Also function as Sales Support Specialist in identification of an equipment matching what the customer may feel they may want or need, in so doing, creating a sale.
• Upsell service warranties as well as accessories such as a remote control in case of loss to internal parts of equipment.
• Study information about new products so that equipment and supplies can be accurately depicted and proper recommendations made.
• Document and maintain all calls and customer records with integrity using automated systems.