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Summary
Seasoned professional with over 15 years of experience in operations, sales, and client handling, with a proven track record of leading customer service teams to achieve exceptional results. Expertise in developing and implementing strategic initiatives to enhance customer satisfaction, streamline operations, and drive sales growth. Adept at managing cross-functional teams, optimizing processes, and delivering outstanding service in high-pressure environments. Known for strong leadership, problem-solving skills, and a customer-centric approach, I am committed to fostering a positive and productive work environment while consistently exceeding performance targets.
Experience
Head Of Customer Services & Sales Operations
Lead and manage the customer care team to ensure the highest standards of service delivery.
Develop and implement customer service policies, procedures, and standards to enhance the customer experience.
Monitor and analyze customer feedback to identify areas for improvement and implement corrective actions.
Train, coach, and mentor customer service representatives to improve their performance and develop their skills.
Set performance targets for the customer care team and monitor their progress against key performance indicators (KPIs).
Develop and implement sales operations strategies that optimize the sales process and support the achievement of sales goals.
Manage and analyze sales data, including pipeline metrics, sales forecasts, and performance reports to drive insights and improvements.
Collaborate with the sales team to identify areas for improvement in sales performance and develop action plans.
Streamline sales processes, including lead management, opportunity tracking, and deal closure, to enhance sales efficiency.
Set and track sales targets and KPIs, providing regular updates and insights to senior management.
Lead, coach, and develop the sales operations team, fostering a culture of continuous improvement.
Manage sales budgets, incentives, and compensation plans to motivate and reward the sales team.
