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概要
A dynamic highly motivated, accomplished manager with a solid knowledge and experience in the field of management. Results oriented management professional with experience in high volume environments. A background that encompasses establishing goals and guidelines. Experienced in policy development and implementation, staff training and integration of all internal procedures to insure consistently high levels of productivity in all functional areas.
工作经历
Customer Support And Success Manager
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Assistant Operations Manager
Managed and directed all aspects of service center operations and internal/external customer needs to meet established standards.
Created and mapped department workflow processes that support company and client\'s goals.
Created and analyzed sales and service metrics and revised workforce management, training, or operations as needed to meet production and QA goals.
Optimized the daily workflow of Supervisor, Team Leaders, and Member Services team, to meet or exceed established metrics.
Developed and implemented service and sales strategies to maximize sales and retention levels.
Oversaw and verified performance analysis reports and quality review audits.
Received and resolved escalated problems of a processing or service-related nature.
Customer Success Assistant Manager
Managed performance on a specified program to meet and exceed all client and/or company expectations.
Ensured key performance indicators are achieved.
Communicated directly with clients regarding program performance.
Managed information flow between the Team Managers and the Site Director.
Assisted with the management of the Quality Process including the number of monitorial completed, tabulating results, ensuring calibration and providing coaching and development to outlying evaluators.
Co-facilitated associate satisfaction throughout the program through incentives and floor-wide activities.
Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining.
Led teams to develop delivery methodologies and managed operational standards, best practices and policies, and procedures.
Built strong relationships across the organization in support of the coordination and management of launch and change events to support a successful implementation.
Customer Support Manager
Managing all aspects of business operations.
Participating in the recruitment and staff selection process.
Planning and coordinating project work.
Handling the logistics of the organisation.
Preparing budgets and inventories.
Overseeing the supervision of employees.
Ensuring that staff are smart and professional in their appearance at all times.
Making sure that all fleet vehicles are operating and maintained in a safe condition.
Ensuring that each department operates in compliance with all legal requirements.
Keeping abreast of emerging technology changes and innovations.
Conducting annual performance reviews of all staff.
Maintaining a clean, professional and safe working environment.
Created new process and system for increasing customer satisfaction.
Sales Supervisor
Managed and directed all aspects of service center operations and internal/external customer needs to meet established standards.
Created and mapped department workflow processes that support company and client\'s goals.
Created and analyzed sales and service metrics and revised workforce management, training, or operations as needed to meet production and QA goals.
Optimized the daily workflow of Supervisor, Team Leaders, and Member Services team, to meet or exceed established metrics.
Developed and implemented service and sales strategies to maximize sales and retention levels.
Oversaw and verified performance analysis reports and quality review audits.
Received and resolved escalated problems of a processing or service-related nature.
