GLOBAL CUSTOMER SERVICE MANAGER
SANFORDMIDDLEEASTLLCDWC
Total years of experience :4 years, 6 Months
• Managing service operations for rendering & achieving quality services; providing first line customer support by answering queries & resolving their issues with an experienced team, ensuring minimum TAT facility maintenance to clients.
• Monitoring teams on tasks with strategics periodic goals based on client requirements and conducting variance analysis in the scenario of deviations
• Setting out in-house quality standards for various operational areas, Storage management, spares & Products dispatching to other regions, ensuring high quality customer experience while adhering to SLAs for their services.
• Conducting the quarterly meets for formulating focus goals based on client's requirements, reviewing the goals and planning corrective actions on the variances.
• Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements & achieving higher customer satisfaction matrices.
• - Monitoring service operations with focus on implementing SOPs for streamlining systems
• - Training & monitoring performance ofthe team members for maintaining excellence in service operations
• - Organizing free check-up camps, service marketing; market survey and analyzing competitors situation, products, products advantage / disadvantage and competitiveness.
• - Preparing & Monitoring GMARK, ESMA, EER, ROHS Certification for products. Coordination with notification body for certifications.
BESTINTOWN \[ 01/12/2019 - 30/11/2020 \] -City: SHARJAH Country: United Arab Emirates
• - Monitoring field technical team activities and control on task completion and achievements.
• - Focused on delivery collection operation on team and implementing requirements for smooth streamline system.
• - Proven skills in providing direction, motivation & training to Team for ensuring optimum performance & implementation of performance management system for all the team members; creating & sustaining a dynamic environment that fosters the development opportunities & controlling attrition.
• - Expertise in generating service revenue & meeting budgeted targets by developing new service procedures and strategies to increase productivity & profitability.
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