Customer Service Manager
UniTicker
Total years of experience :13 years, 7 Months
Managing Customer Care Department at all levels and functions
- Operations and team performance tracking
- Quality
- Reporting
- WFM ( Work Force Management ) and RTM ( Real Time Adherence )
- Training
- Handling all Customer care sections and channels ( inbound - outbound - Help desk, Chat and emails )
- Managing a Team of 10 Agents, Team leaders, Supervisors, Help Desk, Quality and operations Support
- Building the Strategy and plans for the customer care Department with all Quarterly projects and report it to CEO directly
- Work with Marketing Team on Outbound and telemarketing projects that gains the profit out of these campaigns to achieve the monthly/Annual targets
- Building professional work processes and proper documentation structuring
- Setting Task list and tracking sheets for all levels on daily, weekly and monthly bases
- Initiate action plans at all areas based on the reports outcome
- Reduced the cancellation and return rates from 13% to 6% within 6 months based on a strong action plans
- Heading Social Media team and serving customers through all channels
Main responsibility's and duets:
Team Leader of the support team.
Work Force Management (WFM)
Provide training for new employee.
Communicating with customers via phone to solve technical problems.
Access customers’ personal
Discuses suggestions with customers.
Communicate customer suggestions and requests to the appropriate department.
From the time I was hired at Uniticker I was assigned as technical support specialist for
different company products. I’m The first responder for all customer service team tickets. I
decide which tickets can be handled by the technical support team and forward the others
to the appropriate team in the company.
* Provide contact management for one of WiMAX internet service provider in Jordan .
* First Level Troubleshooting of WiMAX and VoIP service .
* Contact Center Team Leader will be the on-floor supervisor for a group of 15 to 20 agents, providing them with the necessary support and making sure that the work flow is going as planned Responsibilities .
* Uses effective communication skills by Communicating feedback as a performance issue not personal issue, as s/he must liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level