Customer Services - Operations Manager - Supervisor
I’ve worked as a Customer Service Representative for over 8 years. I’ve provided phone support; assist customers in solving several technical issues as well as concerns regarding billing and credit cards, shipment, account statuses, refunds, compensations, and a lot more. I was also promoted team leader, supervisor and assistant account manager where I handled a total of 70 Customer Service Representatives. My responsibilities as an account manager include:
Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
Carrying out needs assessments, performance reviews and cost/benefit analyses;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Ensuring all relevant communications, records and data are updated and recorded;
Advising clients on products and services available;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimize errors and track operative performance;
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the center and preparing reports;
I am a strong team player who is able to work in any diverse & fast-paced commercially driven environment.
My present job has given me a full understanding of basic retail concepts like selling, advising customers, visual merchandising, and loss prevention. My core expertise lies in being able to promote a company's image to customers in a pleasant, caring and professional manner.
I am articulate and able to maintain a professional appearance at all times, on top of this I am an active learner who takes full responsibility for my own personal development.