Account Manager

• Jan 2019 - Present

Managing all operational aspects of the clients' contact centar needs. Including workforce, inovation and technology. Assuring that clients' return on investment expectation are exceeded through exceptional service, customization and process improvement.

Account Manager

• Nov 2017 - Present

Managing multiple inbound/outbound projects. Client relations. Process improvement. System development and implementation.

Operations Manager

• Oct 2015 - Sep 2017

Team Manager

• Apr 2013 - Oct 2015

Managing daily operation of the call center employeesWorking with all levels of management and third parties to gather information and resolve issuesKeeping up-to-date knowledge of industryRandom audits of calls and processes to improve quality, minimize errors and track operative performanceRecruitment of new employeesDisciplinary, development of action plans, and performance evaluationsReviewing the performance of staff, identifying training needs and help coordinate training sessions with the Call Center TrainerAssisting with the recording statistics, and performance levels of the call center and preparing reportsHandling complex or escalated customer complaints or enquiriesAssisting in organizing staffing, including shift patterns and the number of staff required to meet demandCoaching, motivating and retaining staff and coordinating bonus, reward and incentive programsforecasting and analyzing data against budget figures as neededDeveloping, implementing and reviewing core responsibilities and tasks of the call center employeesAnalyzing performance statistics and making decisions on the basis of these statistics;Improving performance by raising efficiency

Customer Service

• Nov 2011 - Jul 2013

Store Manager

• Jan 2005 - Aug 2007

Scheduling and assigning employees; following up on work results.Maintaining store staff by recruiting, selecting, orienting, and training employees.Maintaining store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Identifying current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.Ensuring availability of merchandise and services by approving contracts; maintaining inventories.Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.Implementing security systems and measures.Maintaining the stability and reputation of the store by complying with legal requirements.Setting marketing strategy changes by reviewing operating and financial statements and departmental sales records.Upgrading professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.Keeping operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.Tracking Budget Expenses, Pricing, Vendor Relationships, Market Knowledge, Staffing, Results Driven, Strategic Planning, Management Proficiency, Client Relationships, Verbal Communication