Director of Customer Service

• Jan 2023 - Present

Head Of Customer Service - Mobilecashout.com

• Mar 2017 - Dec 2022

✪ Created a department from scratch, sourcing, hiring, and training agents proficient in French, Spanish, Italian, and Portuguese. Recruited and onboarded 50+ agents across Spain and Ukraine. ✪ Conducted compatibility tests for facility systems, devised streamlined processes for Customer Service Team (25% faster response time), and implemented an IVR for customer redirection while ensuring compliance with diverse regulations. ✪ Crafted and delivered comprehensive training, yielding a 20% team productivity increase. Conducted regular appraisals, enhancing overall performance metrics through targeted training. ✪ Forecasted staffing needs for shifts, holidays, and sick leave, achieving 98% coverage. Developed a strong candidate pipeline, with <15-day position fill time. ✪Negotiated with suppliers across countries, achieving cost reductions of up to 15% while maintaining strict budget adherence Show less

Real Estate Broker

• Sep 2016 - Feb 2017

✪ Successfully negotiated complex transactions, including commercial leases, resulting in a 15% increase in landlord satisfaction. ✪ Proficient in navigating the complexities of bank-owned properties, guiding clients through the entire transaction process from property selection to closing ✪ Successfully managed relationships and transactions with English-speaking clients, ensuring smooth communication and exceptional service throughout the real estate process. ✪ Successfully negotiated complex transactions, including commercial leases, resulting in a 15% increase in landlord satisfaction. ✪ Proficient in navigating the complexities of bank-owned properties, guiding clients through the entire transaction process from property selection to closing ✪ Successfully managed relationships and transactions with English-speaking clients, ensuring smooth communication and exceptional service throughout the real estate process.

Customer Service Representative

• Jun 2016 - Dec 2016

✪ As primary contact for a customer portfolio, addressed reservations and resolved 90% of issues within one interaction, maintaining a 95% satisfaction rate ✪ Prospected for new business opportunities utilizing a number to selling techniques to increase the customer base. ✪ Managed administrative systems: processed customer data, posted charges, and handled invoices/payments daily, minimizing disputes and optimizing cash flow. ✪ Co-ordinated with running the rental desk by covering breaks for staff, handling reports of damaged vehicles, processing charges, answering rate queries, and posting credit notes. Show less

Manager Customer Contact Center

• Apr 2015 - May 2016

✪ Led the operations of the contact centre supervising 20+ team members, speaking Chinese, Korean, Japanese, Spanish, and Portuguese, within a highly structured and target driven environment.✪ Assessed staff performance against KPIs, leading to a 20% average increase in productivity. Conducted targeted coaching sessions resulting in error reduction. Developed performance plans and set goals that contributed to achieving optimal results.✪ Took the lead in recruiting and training new team members, emphasizing a thorough selection process and comprehensive training programs to foster success within the organization Show less

Outbound Customer Advisor (Nights)

• Oct 2014 - Mar 2015

✪ Completed outbound sales calls to promote new products and services to existing customers exceeding sales and revenue goals.✪ Established and maintained business relationships with key clients to aid in achieving a high level of customer satisfaction and client retention.✪ Gained insights into repeat customer preferences, leading to a 30% increase in customer satisfaction. Leveraged these insights to propose and introduce new services, driving a boost in overall revenue.

Customer Advisor (Nights)

• May 2012 - Oct 2014

✪ When I began my career with Rentalcars.com I was responsible for handling all incoming calls, providing accurate rental rates and converting enquiries into bookings. ✪ I implemented sales and marketing strategies to maximise sales and revenue, and maximised opportunities by identifying customer needs and recommending products and services to meet these needs. ✪ It was also my responsibility to assist customers with queries and complaints; providing effective and efficient service at all times. ✪ In addition, I followed up customer enquiries to achieve significant sale conversion rates. Show less

Sales Manager

• Mar 2008 - Sep 2011

✪Led a team of 20 sales staff in marketing and promoting products to new and existing customers. ✪Exceeded demanding sales objectives through the utilization of sales techniques. ✪Coordinated product delivery schedule, ensuring efficient storage, monitoring precise distribution times, and optimizing shifts, resulting in a 15% increase in on-time deliveries and reduction in scheduling conflicts. ✪Led a team of 20 sales staff in marketing and promoting products to new and existing customers. ✪Exceeded demanding sales objectives through the utilization of sales techniques. ✪Coordinated product delivery schedule, ensuring efficient storage, monitoring precise distribution times, and optimizing shifts, resulting in a 15% increase in on-time deliveries and reduction in scheduling conflicts.

Administrator

• Nov 2006 - Feb 2008

✪ Managed the daily operations of a coffee shop establishment including cash flow and reporting. Created schedules for 12 staff members ensuring all shifts were sufficiently covered. ✪ Ordered stock and maintained inventory ensuring appropriate rotation of product to reduce waste and spoiled supplies. ✪ Managed the daily operations of a coffee shop establishment including cash flow and reporting. Created schedules for 12 staff members ensuring all shifts were sufficiently covered. ✪ Ordered stock and maintained inventory ensuring appropriate rotation of product to reduce waste and spoiled supplies.