Customer Service Operations Manager
seera
Total des années d'expérience :13 years, 10 Mois
Achieved and consistently exceeded revenue quota through product and service promotion during routine
calls
Met all customer call guidelines including service levels, handle time and productivity provided basic
technical support for clients on wide range of Travel Corporate company products
Investigated and resolved accounting, service and delivery concerns
Performed data entry with CRM to record call notes, suggestions and questions Liaised with
customers, management and sales team to better understand customer needs and recommend
appropriate solutions
Increased efficiency and performance by monitoring team member productivity and providing feedback
Compiled customer feedback and recommended service delivery improvements to management
Implemented and developed customer service training processes
Reduced process inconsistencies and effectively trained team members on best practices and protocols
Followed-through on all critical inter-departmental escalations to increase customer retention rates
Increased efficiency and team productivity by promoting adherence to operational best practices and
company policies
Trained new personnel regarding company operations, policies and services Kept Operation area
clean, tidy and professional in appearance to maximize worker efficiency and promote customer
engagement
Drove team revenue totals by bringing in over SR 100 M in sales per month Applied performance
data to evaluate and improve operations, target to current business conditions and forecast
needs
Improved productivity of customer service team by leading training initiatives and revamping schedules,
reducing overtime 100%
Delegated daily tasksto over 35 Senior Team leaders to provide development opportunities
Established and oversaw performance targets for call center associates
Determined quality assurance benchmarks and setstandards for improvement
Developed quality employees within call center to take over leadership positions Used strategies to
promote exceptional customer service and create positive environment for employees and clients
Directed day-to-day operations focused on attainment of key business metrics, continuous improvement
initiatives and 35-member management team with related direct reports
Advanced productivity KPIs by leading training's on procedures and safety practices
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