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Summary
Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve or more. Having a proven ability to lead by example, consistently hit targets, improves best practices and organizes time efficiently. Now looking forward to making a significant contribution as a team leader with a company that offers a genuine opportunity for progression.
Experience
SENIOR SALES MANAGER
Leading with knowledge and experience
SENIOR SALES MANAGER
ASSISTANT SALES MANAGER
Got Promoted
TRAINEE TEAM LEADER
TEAM LEADER
1. Contact Center Responsibilities:
• Monitor telephone calls (live listening), and evaluate more than ten calls of each team member on daily basis in order to provide structured support and advice.
• Look after team of more than 15 members.
• Provide team members with constructive, structured and positive feedback to improve service quality.
• Ensures that all Call Centre Agents are courteous, professional and attuned to customer needs.
• Evaluate the effectiveness of call handling quality and its relationship to customer satisfaction
• Monitor service quality results and ensure qualitative objectives are met.
2. Customer Care Responsibilities:
• Ensure that team provides outstanding customer service to all stakeholders.
• Ensure team has clear KPIs relating to each respective team function.
• Analyze data and monitor performance in order to identify and implement improvement actions.
• Monitor and test knowledge levels to identify training needs.
• Identify team training requirements and share findings with supervisor.
• Effectively address and resolve internal conflicts and by following proper escalation procedures.
TEAM COORDINATOR
• Ensuring that all team members are fully updated to day-to-day new offers.
• Conduct training sessions so that on weekly sessions with the team.
• Ensures that all team functions are assigned to various team members.
• Encourages everyone to participate throughout the discussion.
• Encourages the integration of new members.
• Lead the team in the absence of team leader
• To ensure that the highest level of customer service is provided at all times and the customer’s needs are fully met in a professional and competent manner.
CUSTOMER SERVICE OFFICER
• Successfully handled all public relations issues.
• Provided day-to-day report to the Quality Assurance department regarding different customer’s issues and concerns.
• Resolved customer related problems and gave them the best response to their queries.
• Contribute efforts to assure the FCR – First call resolution.
• Ensure Customer Satisfaction & played vital role in building of Leadership Development.
• Skilled in consultative selling, negotiating contracts.
• Maintained high profile in the professional and business community
• Achieving Monthly Quality & AHT target and acting Team Lead in the absence of supervisor & training new CSE.
