Contact Center Manager
Emaar Properties
مجموع سنوات الخبرة :17 years, 7 أشهر
Manage the Customer support operations for 4 lines of business - "Properties", "Hospitality", "Malls" and "Entertainment". Lead the CRM, Social Media care and listening modules for Emaar. Ensure KPIs are met, resolve complaints, drive improvement, and ensure policies are adhered to.
Projects : App enhancement, design and drive the creation of dashboards for better visibility to the Chairman and the leadership team. **Transitioned from Avaya to Nice Telephony Solution ** Found bugs within the current systems of process leading to quicker resolutions. ** Transitioned from emails to Salesforce for a better control system and tracking.
* Customer Support :
Develop policies to provide best customer support experience, ensure KPIs are met, find qualitative vendors, liaise with tech to ensure frameworks are created, resolve complaints, drive improvement, and ensure policies are adhered to.
Projects : Transitioned from Non-Compliant to Fully Compliant Telephony Solution, saving AED 70k per month || Tested Vendors andimproved the process to achieve a high CSAT of 80% || Found bugs within the current clawback process leading to a saving AED 30k per month.
* Revenue Operations :
Develop and provide guidance to maximize revenue manage goals, evaluate debts, liaise with debt collectors, and ensure recovery, oversee weekly payments are made to partners.
Projects : Implemented NCR Recovery process || Bad Debt Recovery process || Drop Recovery process || Clawback Recovery process to maximize revenue and reduce bad debts, leading to savings of AED 120k per month.
* Merchant Support :
Manage outsourced operations for Chat and Voice support to ensure KPIs are met, identify training needs, reduce costs, and ensure business continuity, liaise with tech to ensure frameworks are created, resolve complaints, drive improvement, and ensure policies are adhered to.
Projects : Enabled an IVR process and Cross-training program to lower costs and reduce agent requirements ie) Saved 24 headcount and AED 55k per month.
* Deployment Support :
Manage team to ensure after-sales training, implementation, servicing merchants, asset tracking, device troubleshooting, ticket management, test new app features and ensure quickest goto live dates are achieved.
Projects : Responsible for moving from an on-field approach to an offline approach ie) Saved 6 headcount and AED 45k per month.
* Content and Sales Support :
Manage operations of Onboarding and Content teams to ensure process TATs are met, improve performance metrics, identify training needs, and ensure policies are adhered to completed the launch of 7 cities within the Middle East. Liaise with Legal and Tech teams to ensure product development and compliance requirements are met.
Projects : Developed KML Maps for all cities || Developed methods to scrape competition portals
Maintaining customer relationships, achieving sales targets, handling new launches, promoting products, implementing CRM, and coordinating with customer care to ensure after sales service was top notch.
Projects : Developed training documents for invoicing and of the brand Glashutte Original
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ICFAI Chennai, Tamil MBA 2010 International Kilpauk Nadu, India Management Chennai India - 600 010
ICFAI Chennai, Tamil Diploma in 2008 Business Nadu, India Business Management E-mail: Management
Monish S.Chugh Education Address for Correspondence: University/ Location (City, Degree Year Main Subjects 64, New Avadi Road, College Country) Awarded Awarded Sunrise Apts, Flat - 4B,
monishschugh@gmail.com D.G Vaishnav Chennai, Tamil B.COM 2006 Financial College Nadu, India Accounting, Economics, Contact Number: Business Management Mob: +91-9884199513