Experience

• 

  iSON Xperiences Ltd - Leading Global CX Management Company

  • United Arab Emirates
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • TEAM LEAD OPERATIONS, Call Center Operations

    • Apr 2019 - Present

    • Dedicating 80% of my time to coaching, shadowing and supporting agents directly.• Manage team to deliver exceptional customer service across technical lines• Training and coaching team members to support their personal development• Act as a primary escalation point for operational issues in the team• Supports the team to ensure Isonbpo Int ltd meets the goals and expectations of our customers• Provides accurate and timely communication to all applicable parties on any customer support issue• Attends regular operational and business review meetings• Monitors specific KPIs to ensure proper delivery of the business• Participates in reviewing processes and workflow to diagnose areas for improvement• Builds and sends updated reports to management team (site manager, global operations manager, office manager, etc) as required• Serves as contact point for customer’s delivery management• Handle, monitor, coordinate and manage all escalated cases• Proactively proposes improvement plans where gaps are notice

  • Customer Care Executive

    • Oct 2015 - Mar 2019