Customer Service Team Manager

Sales & Marketing Call Centers / Telemarketing

$15/hr Starting at $100

Oversaw end-to-end daily operations of a customer transportation account, maintaining 100% adherence to SLAs and KPIs.
Improved associate performance by designing and implementing customized individual action plans, resulting in measurable uplift in team productivity and quality scores.
Managed escalations and complex customer cases, achieving high resolution rates and sustained customer satisfaction.
Analyzed operational performance reports and translated insights into targeted improvement initiatives that met or exceeded business targets.
Coordinated cross-functionally with internal stakeholders and external partners to ensure seamless service delivery and compliance with operational standards.
Drove process improvement projects leveraging data-driven decision-making to enhance customer experience and support strategic objectives.

$15/hr Ongoing

Oversaw end-to-end daily operations of a customer transportation account, maintaining 100% adherence to SLAs and KPIs.
Improved associate performance by designing and implementing customized individual action plans, resulting in measurable uplift in team productivity and quality scores.
Managed escalations and complex customer cases, achieving high resolution rates and sustained customer satisfaction.
Analyzed operational performance reports and translated insights into targeted improvement initiatives that met or exceeded business targets.
Coordinated cross-functionally with internal stakeholders and external partners to ensure seamless service delivery and compliance with operational standards.
Drove process improvement projects leveraging data-driven decision-making to enhance customer experience and support strategic objectives.

Call CenterCall Center ManagementCall MonitoringFive9Team LeadershipTeam ManagementTelephone Support

Ahmed Dahshour