Call Center Manager | Senior Customer Experience Manager
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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
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