My professional experience, goals, and specialties are:
As an Marketing Professional since last 13 yrs. out of which 7 years have been in IT, posses a number of significant achievements within customer services management, excellent commercial approach to solving problems and optimizing team potentials whilst pro-actively developing new business strategies and ideas. Now looking for next stage in career whilst continuing to make a significant contribution towards my growth.
Direct call center operations as a liaison between clients, supervisors, and call center employees.
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
Conduct group training sessions on financial products and services. Develop sales techniques of each customer service representative to drive revenue growth .Coordinate the interviewing, hiring and training of over 500 customer service representatives. Monitor interaction between staff and callers to ensure quality assurance standards.Review call center statistics to measure staff performance and the need for improvement.
As Operations Head, motivated and supervised an outbound call center staff of 100 staff. Developed a system and call scripts to facilitate the efficient management of call volume.Provide customer service excellence and technical support on telephony systems.Ensured strict adherence to company policies and procedural guidelines.
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