Service Manager
Wall Street English
Total des années d'expérience :16 years, 3 Mois
- Supervising situational matters and efficient problem solving accordingly
- Instrumental in hiring, training, and developing a Service team.
- Responsible for the day-to-day running of the Service Department in the Center.
- In-charge of the clients' educational success and satisfaction.
- Manage quality and standardization through the implementation of Standard Operating Procedure.
- Facilitate internal revenue through quality service delivery.
- Identify new business opportunities and develop client relationships.
-Delivered weekly multilingual training sessions to foremen, supervisors and employees in order to Assist and improve the efficiency of communications between upper management employees.
-Helped with the ongoing, long-term improvement of employees' skills, enabling them to fulfill their potential within their organisation.
-Identified training and development needs within the organisation through job analysis, appraisal schemes and regular consultation with business managers and human resources department.
-produced training materials for in-house courses.
-helped line managers and trainers solve specific training problems, either on a one-to-one basis or in groups.
- Identified the student needs and understanding the student requirements.
- Undertook proper research for detecting the areas that need improvement then implemented necessary changes and ensured that the changes are effective.
- Engaged in a variety of activities to maximize the productivity and ensure student success.
- Evaluated students at all levels (From Survival basics to specialized Masters - Business English)
- Implemented group discussions, and assisted students one-on-one.
- In charge of the IT technical support of the center.
-Improved customer service experience, created engaged customers and facilitate organic growth.
-Take ownership of customers issues and follow problems through to resolution.
-Set a clear mission and deploy strategies focused towards that mission.
-Developed service procedures, policies and standards
-Kept accurate records and document customer service actions and discussions.
-Maintained an orderly workflow according to priorities.
-Controlled resources and utilized assets to achieve qualitative and quantitative targets.
Managed multiple phones and ensured that all clients were assisted at the time of calling or called back promptly. Assisted with walk-in clients to make the feel comfortable and relaxed while waiting for training consultants. Gave tours of the center while explaining the center's policy and operation. Booked all classes for students who either called or came to the reception. Handled issues with clients so that they felt cared about and content with the solution plus weekly following up with the clients to make sure of their satisfaction level.
Assisted the all operational activities at the air freight & sea freight. Liaised with shipping lines, freight forwarders & clients. Handled imports & exports clearance. Verified all import & export documents. Managed all customs and port documentation. Kept track of customers and provided assistance to their enquirers.
Responsible for daily sales data and sales records.
sell retail products, goods to customers. Work with customers to find what they want, create solutions and ensure a smooth sales process.
Marketing and Business administration