Meeting customer expectations first time, every time, all the times without variance.

For the past twelve years, I have acquired solid experience in customer services environments, advancing from customer service representative to call center supervisor. A results-oriented professional, I am managing team of more than 150 CSRs and 10 Team leads, from the operations, work force management and MIS point of view. Highlights of my current duties are “forecast daily/monthly call volume; call center performance daily/monthly, analysis difference between calls forecast and actual calls, agent performance, agent KPIs”. To satisfy customers, I am continually improving the customer services and working on productivity of CSRs. My excellent knowledge of the field constitutes a marked asset.

I have wide experience in call center/customer service supervision, technically smart with strong experience in telephony system technology and reporting. Possess strong coaching, motivational and leadership skills. Extensive interviewing and hiring experience and maintained a consultative coaching styles. Setup performance goals to meet targets, efficiency level and quality assurance standards.

The role is to work within a Customer Service Centre to provide and ensure first class responsive repairs and customer service to the standards set and in line with best practice. The job entails a variety of duties including evaluating call recordings, structured written assessments and feedback to personnel as well as implementing and delivering call handling and customer service training and inductions to new starters.