Call Center Manager | Senior Customer Experience Manager
SUMMARY
- A customer-centric professional with over 10 years of experience in customer service, sales, business development and streamlining process to enhance operational effectiveness
- Hands on experience in Sales and Administration Management, Process Management, Pre-Sales Management, Training and Development, Performance Management, Client Relationship Management, Quality Assurance, Grievance Handling and Team Management
- Proficiency in handling sales operations and administrative functions and a expertise in managing a wide spectrum of human resource management including training and development, recruitment, performance appraisals and employee relations
- Proven track record in resolving and reducing customer complaints and meeting customer service level expectations
- Possess solid skills in organization, problem-solving, teamwork and communication to deal with broad range of customers
- Maintain the highest level of integrity; dedicated to providing reliable and friendly service without ever compromising the reputation or competencies of the organization
- Competent team leader who can successfully inspire and motivate team members
AREAS OF EXPERTISE
- Customer / Client Relationship
- Business Administration
- Grievance Handling
- Social Media Marketing
- Training & Development
- Quick Problem Resolution
- Sales & Business Development
- Strategic Thinking
- Anti-Money Laundering Policies
- Negotiation Skills
- Team Management
- Decision Making Skills
- Process Improvement & Innovation
- Customer Excellence
- Record Documentation
- Report Preparation
- Cross-Functional Team Coordination
- Presentation Skills
WORK EXPERIENCE
- Royal Chicken, Royal Argo LLC - Call Center Manager
- Sollu Private Limited - Senior Customer Experience Manager
- Tender Cuts - Customer Experience Manager
- Centrum Direct Limited - Branch In-Charge
- Thomas Cook India Ltd - Assistant Manager - Customer Service
- Paramount Airways - Customer Service Executive
- Infosearch, (Outsourcing for Paramount Airways) - Customer Relation Executive
- International Market Research Burro - Consultant
EDUCATION
- Bachelor of Business Administration in Hospitality and Travel Management, Saisha Institute of Management Studies, Chennai, India (Apr - 2008)
CERTIFICATION
- IELTS - Cambridge University
- IATA/UFTA - International Airline Academy