Hotline Manager
UNIcare
مجموع سنوات الخبرة :22 years, 0 أشهر
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics
monitoring and analyzing results; implementing changes.
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories,
warnings, and new techniques; detecting and diagnosing network problems.
-Accomplishes company objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining the department employees
communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
-Achieves customer service objectives by contributing customer service information, systems, and recommendations to strategic plans and reviews; preparing and completing action plans implementing production, productivity, quality, and customer service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
-Meets customer service financial objectives by forecasting requirements; preparing an annual budget
Scheduling expenditures; analyzing variances; initiating corrective actions
Vital in providing quality customer support and customer experience related to daily outbound calls issues in this fast-paced, Managed 9 staff members making outbound 700+ calls daily, Discovering negative experience spots that can be tackled to improve in near future. Developing and implementing overall corporate Customer experience strategy and principles, Measuring and analyses customer experience carrying corrective actions on time and follow up with the concerned departments. Producing presentation, reports and dashboard on monthly cycle for critical experience feedback obtaining corrective action taken to the management.
Customer Experience Workforce Management: Acted as the resource in training Call Center and Customer Experience Personnel - receiving excellent recognition and a strong commitment in patience while teaching daily functions to the transitioned teams.
Efficient Inquiry & Answers: Performed at a high-quality level - maintaining rigorous confidentiality website information, procedures, and correspondence while meeting tight deadlines.
Process Improvement: Partnered with IT to create and implement a new system in order to decrease the number of misdirected calls received - enabling the staff to assist with other department projects.
Promoted due to leadership, focus, and project management skills. Received and processed customer incoming complaints, churn requests, Communicate effectively with other departments. Delivered exceptional service to participants, interfacing cross-functionally and with internal and external members/vendors to strategize on ways to handle escalated complaints and report on record research.
Awards: Received Company Award for Employee of the Month many times.
Subject Matter Expert: Kept up-to-date on new products, system changes, and new procedures by attending implementation meetings, training sessions, and reading and referring to updated materials
Recruited to provide diverse, high-level analytical, research, client interface and problem-solving functions involving processing new cases, amendments, enrollments, changes, and terminations. Made recommendations based on the implementation of procedural modifications emanating from these recommendations.
Staff Development: Trusted advisor and mentor. Sole individual tasked with training new management on how to navigate corporate systems and corporate policies/procedures.
Monitoring the performance of the team, Handling team requirements, , Reporting the monthly results to the higher management. Responsible for all the troubleshooting related to the Blackberry and the USB Devices, Support high end customers via phone, IOS and Android background
Promoted due to leadership, focus, and project management skills. Received and processed customer incoming complaints, churn requests, follow up calls minting customer satisfaction Communicate effectively with other departments. Delivered exceptional service to participants, Solve Customers complain received through Seibel-mail, written complains, CEO office, NTRA, escalated calls and walk-in area effectively within the agreed SLA, .
Staff Development: Trusted advisor and mentor. Sole individual tasked with training new management on how to navigate corporate systems and corporate policies/procedures.
Represented the corporate vision and image to promote construction products in a high volume environment. Planned, organized, and executed successful customer service consultation and field-based promotional and sales activities to communicate the characteristics, uses, ensuring staff maintain a balanced cash drawer and accurately process credit. Market and sell diverse, high quality financial services while conducting thorough financial needs assessment. Developed expertise in comprehensive industry and competitive products to be able to consistently provide consultative value-added service. Utilized consultative sales approach - identifying client needs, and recommending optimal solutions. Employed a variety of relationship building skills and strategic marketing methods to increase prospect base.
➢ Cross-Functional Engagement: Collaborated with Marketing and Customer Service to create promotional activities/literature that net over a hundred checking accounts a month growing the bottom line profitability four times.
➢ Continuous Improvement: Dedicated lifetime learner - maintains a cutting edge understanding of the technological, and regulatory aspects of the industry.
Ensure Customers bills payments, mange payment delay if needed, after calculating the suspected risks,
➢ Saved and Strengthened Client Relationships: Built excellent rapport with a diverse client base - taking extra steps to set up special credit card meetings in order to open up business accounts for and obtain new customers by providing additional services.
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