Highly motivated, results-driven individual with current experience and qualification in implementing team management, promotional programs and quality evaluation to maximize revenue and market share. Success in opening new markets, and guiding launch of new products. Professional with an aptitude for innovation and creative problem solving. Communicative and personable, will learn and adapt quickly, follow direction, and serve internal and external customers with poise and professionalism. History of success ensuring outstanding partner and client satisfaction.
Identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interacting with the Call Center.
Monitor phone calls to measure performance and help implement the business's strategic objectives.
To ensure that employees working in production are aware of quality requirements, provide training in best
practices, to make production employees responsible for managing their own quality standards.
Training and Development,
Designs and implements training programs specifically for contact center staff. Researches new training techniques and
suggests enhancements to existing customer service training programs.
Establishes processes and tools to monitor staff performance and use those metrics to provide meaningful feedback
focused on service improvements.
Provides additional professional development opportunities and resources to customer service staff.
Served as lead project controller for the launch of a newly formed division, which included marketing
infrastructure of the platform.
Upbeat, and engaging with proven strengths in communication and rapport building. Successfully provide
customer service to a diverse client base, demonstrating patience and professionalism to generate strong rates of
satisfaction and retention.
They provide information about products and services, take orders, respond to customer complaints, and process
Attracts potential customers by answering product and service questions suggesting information about other
products and services. Opens and maintain customer accounts by recording account information.
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.
To manage overall Import documents and maintains complete records of L/c's, initiate Import process as per standard operating procedure and also track consignments status and in time delivery.
Well versed in documentation & procedures of Imports and Export. Like handling of LC, Dealings with Bank and
government agencies, checking internal & external documents related to Import.