Customer Service Manager
Dream 2000 Telecom
Total years of experience :11 years, 7 Months
• Developed and implemented objective-based Key Performance Indicators (KPIs) for the contact center across various branches, including customer service, telephone sales, complaint handling, and social media moderation. Utilized data analytics tools to monitor and measure KPI achievement, identifying opportunities for continuous improvement.
• Coordinated the allocation of human resources, equipment, and infrastructure to maximize resource utilization and support the attainment of quality and quantity targets. Conducted regular audits to evaluate resource effectiveness and made recommendations for optimization.
• Gathered and analyzed call center statistical data, including sales rates, costs, customer service metrics, and other relevant KPIs. Used this information to inform decision-making, identify trends, and adjust strategies accordingly. Implemented data visualization tools to facilitate analysis and reporting, enhancing the accuracy and accessibility of insights for senior management and cross-functional teams.
• Evaluating performance with key metrics:Reduced average call waiting time by 30% through optimized staff scheduling and routing algorithms.
• Created a comprehensive training program for new hires, resulting in a 25% reduction in first-call resolution rate.
• Developed weekly operational reports for upper management, showcasing key performance indicators (KPIs) and action items for improvement.
• Implemented a proactive outreach campaign targeting dissatisfied customers, resulting in a 20% increase in customer retention.
• Created clear standards and guidelines for measuring customer satisfaction.
• Ensured consistency and fairness in evaluating customer experiences.
• Robust framework for tracking and analyzing customer feedback.
• Pinpointed areas for improvement and recognized excellence in customer service delivery.
• Provided exceptional support and guidance to customers regarding HSBC's diverse portfolio of financial products and services.
• Leveraged extensive knowledge of HSBC's offerings and industry best practices to help customers navigate complex transactions and answer questions promptly and accurately.
• Dedicated to delivering personalized solutions, resulting in higher customer satisfaction ratings and loyalty to HSBC.
• Streamlined routine transactions and expedited customer resolution through the use of HSBC's cutting-edge technology platforms, such as automation and artificial intelligence, which minimized response times, reduced errors, and improved overall efficiency.
• Implemented these advanced technologies to provide faster, more accurate, and more personalized service to customers, thereby enhancing their satisfaction and trust in HSBC.
• Answering customer inquiries and resolving issues through phone, email, or chat support.
• Providing accurate and timely information about products or services, and upselling or cross-selling as appropriate to meet customer needs.
• Oversaw and maintained positive relationships with guests, addressed their needs, and ensured their satisfaction throughout their stay.
• Developed and implemented training programs for guest service staff, ensuring they have the necessary skills and knowledge to deliver exceptional customer service.
• Assisted guests with inquiries, requests, and special needs, providing personalized attention, and ensuring their satisfaction.
• Investigated guest complaints, gathering relevant information, working towards satisfactory resolutions, and collecting and analyzing guest feedback to improve the guest experience and maintain loyalty.
• Created and managed staff schedules and rosters to ensure adequate coverage and efficient utilization of resources, while also ensuring guest satisfaction.
• Assisting in implementing emergency response procedures, ensuring the safety and well-being of guests during crisis situations, and communicating effectively with appropriate personnel to maintain guest trust and loyalty.
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