MANAGER - CUSTOMER RELATIONSHIP MANAGEMENT
Central Finance Company PLC
مجموع سنوات الخبرة :14 years, 3 أشهر
In charge of Call Centre Operations equipped with Tele Marketing, Recoveries, Credit & Customer Satisfaction monitoring
Responsible for the development and growth CRM strategies by maintaining customer information
Effectively interacting with Tactical management based on customer feedback
Customer retention through Tele-Marketing
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
Analyzing statistics or other data to determine the level of customer service provided
Conducting regional trainings and discussions for managers in improving service standards and identifying issues
Managed the Export Documentation team, Shipping Division handling operations for Sweden, Norway & Denmark being regions of Scandinavia
Handled a Business transition from India to Sri Lanka controlling on operational costs, training people and managing the team while receiving an advanced expertise training on Export Documentation for a period of 3 months in India
Maintained effective communication streams regarding outsourced process to stakeholders
As a Trainer/Senior Auditor, involved in delivering training for technical processes and meeting business targets in a highly customer oriented working environment and conditions
Well experienced in handling and resolving customer complaints including complex queries receiving compliments from the Management & Business partners while working under pressure, meeting deadlines and customer satisfaction with quality
Completed and accredited in many business trainings conducted by HSBC Learning and Development department such as Writing for Services, Presentation Skills Masters and Transform for Trainers.
Assisted Line Managers in quality assurance and deputizing their duties during their absence
Managed and directed operational improvements, maximizing the value of the asset base while ensuring a tight control on operational costs in family business deputizing the proprietor at the very beginning of career
Ananda College, Colombo 10 Index # 7010273 General English A Economics C Business Studies C Accounting S General Certificate of
Ananda College, Colombo 10 Index # 7010273 General English A Economics C Business Studies C Accounting S General Certificate of
Ananda College, Colombo 10 Index # 7010273 General English A Economics C Business Studies C Accounting S General Certificate of