•Planning and managing the activities of the group to ensure delivery of the required contributions to Customer Care in terms of systems, processes, procedures, operational and administrative support, quality management, communication, scheduling/budgeting/reporting and the recruitment and training
•Managing the development and implementation of processes and procedures in facilitating the achievement of system support and operational objectives
•Providing input for the development of budgets, ensuring that adequate provision is made for the funding of all planned activities. Deploying resources accordingly to achieve effective and efficient cost control
•Ensuring systems are in place for the production of management reports covering customer care activities and staff performance. Managing the production of regular reports and participate in analysis to determine trends and take action to improve processes, systems and performance
•Providing advice to Customer Care management regarding team composition and shift scheduling to ensure that customer service is delivered to correct level maximizing both efficiency and effectiveness.
•Liaise with other members of the Customer care groups to ensure that special events and training are accommodated within the schedule.
•Managing the quality assurance by controlling, auditing and reporting on all activities related to the service provided to customers and to distributors
•Coordinating with Human Resources for the recruitment of the Customer care staff, define the criteria’s for the selection of new employees in Customer care and assist in the development of the selection tools.
•Planning and managing the activities of the training group; ensure that the planning and implementation of structured training programs are in place to support the Customer care management.
•Ensuring that continuous and accurate information is communicated rapidly to the Customer care groups by using the appropriate tools.

•Managed business activities focusing on financial and strategic growth of organization.
•Managed designated customer care center and team.
•Served walk-in customers as per company standards.
•Build strong relationship with the customers in order to maintain good revenue growth.
•Explored and analyzed market trends and identify new opportunities in assigned region/
•Set up KPIs to appraise staff’s performance.
•Sell and upsell services to walk-in customers.
•Resolve / escalate complaints for resolution.
•Upsell Company’s image through “customer first policy.
•Overall ownership of customers, team and care center.
•Maintained shop expenses and revenue for subsequent performance.
•Manage the inventory in accordance with agreed plans and policy.
•Created harmonious working environment, train and mentor staff and motivate all team members to perform efficiently
•Explored and analyzed market trends and identify new opportunities in assigned region
•Monitor and review field operations daily and monthly productivity

•Achieve/Exceed personal and shop sales goals.
•Developed and realize new business relationships.
•Provided a world class shopping experience and customer service by connecting with customers through meeting and anticipating their needs.
•Customer retention and in-house customer services.
•Achievement of all financial and operational objectives with regards to expense control, loss prevention, audits/checklist, and weekly reports.