Service Delivery Manager
National Aviation Services
Total years of experience :21 years, 8 Months
Reporting directly to the board of directors through the Compliance department of Invest Bank, responsibilities include:
•Creating and implementing the quality control process and procedures for the bank, an effort that reduced the transactions cycle time and improved the overall customer satisfaction.
•Given Training sessions for over 800 employees in Quality service and Client journey.
•Creating a centralized feedback mechanism with various approaching tools for clients.
•Liaising between bank departments and branches to ensure maximum compliance to corporate procedures.
•Re-Establishing the feedback mechanism to minimise the turnaround time.
•Leading a corporate initiative to spread the customer care culture among all employees.
•Ensuring adequate corrective actions implementation on high profile cases to ensure high retention rate.
•Supporting various departments in their day to day developments.
driving the sales force as well managing the operational side in the branch
As a Customer care manager, responsibilities included:
•Developing and implementing the customer care process and procedures.
•Improving the process of customer care case resolution.
•Analysing and reporting feedback date and implementing corrective actions as required.
•Training sessions for over 1000 employees and new comers in quality service and client experience.
•Successfully managed orders received by telephone, fax and email,
•Responsible to customer inquiries and followed up of all orders to ensure prompt delivery.
•Provided quotations, information and demonstrations for up selling products to customers
•Provided input towards territory marketing programs and end user support
.Successfully streamlined procedures for clearing imported/exported goods to maximize shipment turnover rate.
.Enhanced communication channels with external agents and successfully achieved efficient market-timing of scheduled account deliveries.
.As a key player and in cooperation with the management team, successfully secured new and long-term business accounts by developing sales strategies and tactical plans.
.Identified and cultivated prospective clients
.Successfully helped clients to determine their financial and insurance needs including credit cards, retirement plans and health insurance.
.Became familiar with financial product offerings to suit a variety of objectives and risk levels.
.Educated and gave advice to clients on different options and alternatives.
Very good
gpa 3.0
gpa 3.0