CUSTOMER RELATIONS MANAGEMENT MANAGER - ASSISTANT MANAGER
Kenergy Nutrition Consultations
Total years of experience :13 years, 4 Months
•INVESTIGATE CUSTOMERS' PROBLEMS AND FIND SOLUTIONS.
•COMMUNICATE WITH CUSTOMERS VIA PHONE, EMAIL, OR LETTER.
•HIRE, TRAIN, AND TERMINATE CUSTOMER SERVICE AGENTS & PROVIDE SCRIPTS TO READ FROM DURING PHONE CALLS.
• HANDLE MAJOR INCIDENTS THAT CANNOT BE RESOLVED BY AGENTS &
RESOLVE COMPLAINTS AND ORDER ISSUES.
• ASK CUSTOMERS TO PROVIDE FEEDBACK ON AGENTS AND CUSTOMER SERVICE EXPERIENCE.
• KEEP ABREAST OF NEW COMPANY PRODUCTS AND SERVICES.
• ISSUE REFUNDS TO CUSTOMERS & OVERSEE PRODUCT EXCHANGES AND RETURNS.
• ANALYZE DATA AND STATISTICS & COMPILE AND PRINT REPORTS ON OVERALL CUSTOMER SATISFACTION.
• ISOLATE AND IDENTIFY AREAS OF IMPROVEMENT.
•TRAIN AGENTS ON HOW TO ADEQUATELY ADDRESS PROBLEMS OVER THE PHONE OR WRITE CORRESPONDENCE.
• WORK WITH MANAGEMENT ON CUSTOMER SERVICE INITIATIVES &
UTILIZE SOCIAL MEDIA TO RESPOND TO CUSTOMER COMPLAINTS AND PRAISE.
•SUPERVISE CUSTOMER SERVICE, MANAGERIAL STAFF & TRAIN MANAGERS ON HOW TO EFFECTIVELY LEAD CUSTOMER SERVICE AGENTS.
• Airline Catering In Charge: Oversaw all aspects of airline catering operations, ensuring high-quality food and on-time delivery.
• Led a team of 10 customer service representatives in resolving over 300 customer. inquiries daily.
• Implemented and managed customer service training programs, improving overall team performance and customer interactions.
• Collaborated with various departments to enhance efficiency, streamline processes, and exceed service level targets.
Managed social media accounts for a diverse range of clients, increasing engagement by 25%
• Developed and implemented social media strategies resulting in a 50% growth in followers
• Managed and coordinated various sales activities, resulting in a 10% increase in revenue.
• Developed and implemented effective sales strategies, improving customer engagement and satisfaction.
• Provided exceptional customer service, resolving inquiries and issues to ensure successful sales transactions.