Customer Experience Director I Customer Service, Contact Center
Verified
Experienced Contact Center Leader with almost 20 years of operations management in optimizing business processes and enhancing team performance. Proven track record of managing high and mid-volume call center operations, remote customer service support, and recruitment operations.
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Proven to effectively lead customer care/customer service accounts for eCommerce, telco, financial, travel, and reservation, and tele-sales in omni-channel support platforms
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Skills and specialties include Contact Center Operations and Performance Management, Customer Experience Improvement, Remote Management Support, Leadership and Development, CSAT & Net Promoter Score Management, Process Improvement support and implementation, Client Services Support, Recruitment Operations Management, Compliance and Quality inspection, Floor Support Training, Rewards & Recognition and Employee Engagement events planning and execution, Tele-sales training, Written Communications public relations, Life & Non-Life Insurance sales and customer support
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Lean Six Sigma Yellow Belt certified and Lean Six Sigma Green Belt trained
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Led and managed programs using different CRM tools such as Shopify, Zendesk, LA Desk, Gorgias, Aircall, LOOP etc.
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Proficient in MS applications
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