Senior Customer Service Manager

• Aug 2021 - Present

Human Resources Generalist

• Feb 2020 - Aug 2021

Sales Manager

• Oct 2017 - Feb 2020

Ensuring that the company meets established sales targets.Guiding the sales team in devising best strategy to retain active registered customers by contacting them via telephone to promote client brands.Developing and implementing plans that drove the attainment of critical business objectives and forecasts.With the assistance of sales team leaders, ensuring that the sales team apply high-quality customer service guidelinesMaintaining detailed information on competitors, market product knowledge and providing regular feedback to the senior management.Analysing sales figures and identifying new opportunities to increase sales numbers and revenue growth. Communicating ongoing sales activity to senior management through sales meetings and appropriate reports. . Managing the sales team employees by:- communicating job expectations and providing guidance,- planning, monitoring and appraising results,- coaching and provide training as required.- ensuring staff adherence to company policies and procedures. Show less

Customer Service Team Manager

• Feb 2017 - Oct 2017

In this position my main responsibilities were Daily Operations Management, Leave Management Performance Management and SLA delivery.

Customer Support Shift Leader

• Mar 2016 - Feb 2017

Handling and resolving customer incidents via live-chat, email and phone.Assisting other support agents in real time. Scheduling daily and weekly team tasks.Handling internal and external escalations.Monitoring team performance and reporting on metrics.Listening to team members' feedback and handling any issues or conflicts arisen among team members.

Customer Service Representative

• Jul 2015 - Mar 2016

Handling customer queries per email, chat and telephone.Sending reports to the team leaders / team managers when required.Reviewing customer's activity and report to the team leaders / team managers.Assisting in CRM activities, campaign planning, translation, bonus management.