AverdaLocal Delivery Service Centre Manager
Dec. 2019 - Nov. 2020Dubai, United Arab Emirates• Headed and managed the newly formed Local Delivery Service Team in Dubai and Sharjah in UAE, overseeing call, email and complaints management, customer experience, dispatch, and stock management for business and government projects.
• Optimized team talent, set performance indicators, measured agent performance, managed lead-to-cash process, and oversaw fleet allocation to ensure service delivery requirements are met. Key Achievements:
• Successfully merged customer service and operations teams via cross-functional training and SOP development, fostering seamless collaboration amid the challenges posed by the COVID pandemic.
• Implemented a route density dashboard, utilized by CX and operations teams to manage booking requests, ensuring optimized operational efficiency.
• Introduced an automated customer notification process for unsuccessful services, aiming to enhance transparency, reduce disputes, and complaints, and ultimately improve the customer experience.