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خلاصہ
Customer Services Specialist with around ten years of experience of people management to drive the group of people towards company goal and strategy and aligning their KPI accordingly to serve and satisfy the external and internal customer and simplify all the process and procedures. Initiate the projects which bring positive impact to our people and clients, optimize the customer’s experience and delight them, generate revenue and increase overall Customer Services Index (CSI). Excellent business analysis skills including but not limited to
تجربہ
Lead Supervisor CIQ Domestic Campaigns
• Leading a turnaround team to overcome operational problems that jeopardize quality, delivery, financial and work environment
• Managing multiple projects including industries like fleet management, financial institutions, FMCGs, health & pharma and lubricants
• Establishing KPI\'s and implementing preventive and corrective action to eliminate the root cause of poor quality and delivery problems
• Implementing quality inspection methods and quality instructions
• Developing processes, policies and procedures for all the areas within the department resulting in integrating production and QA processes. Training resources on those processes and procedures
• Preparing internal and quality documentation and reports by collecting, analyzing and summarizing trends for failed processes, stability processes and corrective actions
Devising strategies to improve CSAT, NPS and FCR
Supervisor - Quality Assurance
• Plan and develop systems and procedures to improve the operating quality, customer’s satisfaction and efficiency of the organization (Google-Non voice program).
• Providing coaching and feedback.
• Establish employee goals and conduct employee performance reviews.
• Maintain and compile and analyze monthly quality and brief in front of line manager and line directors.
• Evaluating recorder calls to bring Areas of improvement and conducting different training sessions as and when required
