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概要
I am an influential, resilient and growth-focused Call Center Floor Supervisor having leadership and hands-on substantial experience in customer services, Client Relationship building, implementing strategies on all levels. Encompassing business operations, employee administration and client retention. I have proven track record of supporting the delivery of new and existing products and business enhancements for nationwide and highly valued companies that enable individuals and organizations to improve quality and productivity. I am armed with well-defined client communication, application training, Incident Management, first tier maintenance support; coupled with services and management skills. Recognized for solid ability to independently multitask, plan, and direct demanding operations and complex schedules.
项目
工作经历
Supervisor Operations
Nestle Pure Life Consumer\'s ExperienceReviewed calls volumes for weekly trend, ensuring required Manning and Schedulingprovided exceptional services and followed policies, procedures, and regulatorycompliance. Provided verbal and written feedback.Developed and Delivered New KPIs for end to end consumer satisfaction.Worked with Brand and Marketing Team of Nestle Pure Life for Exciting Offers ofNestle Water and business development with personalised consumer experiencestrategy.Targeted Audience Outbound Calls Planning.Efficient Resource Utilisation.Met or exceeded KPIs such as Call Answering Ratio and Sales requests.
Floor Supervisor
Reviewed calls for trends, ensuring teammate provided exceptional service and followed policies, procedures, and regulatory compliance. Provided verbal and written feedback.
Created action plans based on uncovered strengths and opportunities discovered through observation and data.
Met or exceeded KPIs such as AHT, client surveys, internal quality monitoring, and adherence through weekly development.
Developed and delivered Exceptional Service call training program.
Assisted with development and implementation of Employee Recognition Program for raising employee engagement.
Customer Care Executive
Engaged in cross-division collaboration to swiftly resolve technical issues, accomplished request sent via different channels and closing the activities with in TAT.
Exercised hands-on approach for augmenting processes while designing and devising NPS (NET PROMOTER SCORE) and CFL (CLOSED FEEDBACK LOOP) to conduct client-focused surveys
Delivered excellent customer service and maintain a high standard of customer management, at all times.
Consistently recognized and tasked to improve organizational effectiveness and efficiency with comprehensive leadership and technical expertise in strategy, analysis, development, program management, operations, trainings, and technical documentation.
Expertly performed duties as a strategic overlay; actively countered service request and resolved the issues as per SOP and as fluid and seamless as possible.
Conceptualized and initiated aggressive internal growth plan projected to rapidly distilling complex intransigent challenges & problems into a set of solvable blocks.
I have also worked in Mobilink Business Centre and Investigation and Resolution Unit.
Customer Relation Officer
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Resolves product or service problems by clarifying the customer\'s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Follow communication procedures, guidelines and policies.
Build sustainable relationships of trust through open and interactive communication.
Identify and assess customers’ needs to achieve satisfaction.
Contribute to team effort by accomplishing related results as needed.
Prepare product or service reports by collecting and analyzing customer information.
