Experience

Seattle Solutions LLC

• United States
• Transportation/Trucking/Railroad
• 1 - 100 Employee

• Manager - safety & compliance

  • Jul 2021 - Present

• Assistant Manager

  • Sep 2020 - Jun 2021



ParcelHero.com

• United Kingdom
• Truck Transportation
• 1 - 100 Employee

• Customer Service Manager

  • Nov 2019 - Jun 2020

  • Managing a team of customer service associates.• Lead, organize, and drive execution within the customer service team.• Working separately on the high-value shipments to ensure that the package gets delivered on time.• Performs other duties as assigned by the Head of Operations.• Track, analyze, report on, and optimize customer service metrics.• Lead weekly team meetings and strategy sessions.• Solve critical and complex operational issues regarding order and shipping management, billing and customer service.• Generate and propose sustainable proposals for issues solving.• Responsible for continuous improvements within customer service.• Serve as the primary contact for Clients & Channel Partners.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.



iEnergizer

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Team Lead

  • Oct 2017 - Oct 2019

  • Managed a team of 15 customer service representatives and 20 back office representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.• Responds to escalated calls to ensure that they are resolved in an expedited manner.• Monitors the quality of work to ensure the delivery of exceptional services to customers over the telephone.• Conducted analysis of progress and held monthly meetings regarding goals and tasks.• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.• Research and discover methods for improvement of service, and make detailed recommendations to management.• Performs other duties as assigned by the manager.• Analyzed the individual performance of each team member and motivated them to perform even better.• Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.

• Quality Analyst

  • Apr 2015 - Sep 2017

  • Exported data from the NICE system to create weekly quality reports including customer care representative's progress, quality trends, and training recommendations for quality and training managers.• Educated agents on bank policy trained new agents in a side-by-side setting and coached them to improve their interactions with potential card members of the bank.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Participated in internal calibrations with Quality and Operations and ensured consistent scoring.• Encouraged good practices and discouraged bad ones.• Listened to calls either recorded live or side-by-side while communicating feedback.• Participated in assisting with Quality lessons and improved quality performance.• Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs.

• Customer Service Representative

  • Sep 2012 - Mar 2015

  • Assisting the card members over the phone with the issue regarding the credit card.• Promoted services and products offered by the company.• Identifying the needs of the customer and recommending different offers.• Coordinating with another department to get the customer’s issue resolved.• Managed customer supplies requests.• Report to the supervisor with any problems or suggestions to a better work atmosphere.• Calm frustrated or upset customers by providing excellent and friendly service.