Customer Service Manager

• Feb 2020 - Present

Call Center & Dispatch Manager

• Feb 2017 - Jan 2020

Managing all call center and dispatch projects, maintaining tight operational and financial control of the call center, optimising call center productivity, achieving correct quality standards and minimising costs.Developing and managing call center and dispatch department procedures, workflows, statistics, reports, KPI’s and completing systems audits and analyses. Managing all call center and dispatch projects, maintaining tight operational and financial control of the call center, optimising call center productivity, achieving correct quality standards and minimising costs.Developing and managing call center and dispatch department procedures, workflows, statistics, reports, KPI’s and completing systems audits and analyses.

Call Center & CRM Consultant

• Mar 2016 - Feb 2017

Implementation of a CRM is not just a purchasing of some software, installing it and that’s it. It means understanding all the processes and procedures of a company to build a business model centered on client needs. We must understand that implementing a CRM will change mentalities and this is not easily digested. This is why a CRM consultant must have also experience in both: contact center and business analysis. Implementation of a CRM is not just a purchasing of some software, installing it and that’s it. It means understanding all the processes and procedures of a company to build a business model centered on client needs. We must understand that implementing a CRM will change mentalities and this is not easily digested. This is why a CRM consultant must have also experience in both: contact center and business analysis.

Deputy Director Information Technology Department

• Jun 2015 - Feb 2016

Coordinating the departments responsible for internal and external customer support: Application Development Department, Suport Services Department and Call Center department;Develop and coordinate Departments budget tracking;Making procedures, instructions, statistics, reports, KPI’s and other specific analyses;Project management for applications deployed in the company or those under implementation;Operational needs identification, analysis applications that meet identified needs elaboration, presentation, requirements and implementation plan;Business analysis for modifying or improving the functionality Oracle e-Business Suite or for implementing new functionalities;Managing and tracking the progress of projects in the departments coordinated;Support and technical assistance team leader for European projects.

Call Center Manager

• Feb 2011 - May 2015

Managing all call center projects, maintaining tight operational and financial control of the call center, optimising call center productivity, achieving correct quality standards and minimising costs.Developing and managing call center department procedures, workflows, statistics, reports, KPI’s and completing system audits and analyses. Developing and managing call center software applications (CRM and telephony). Developing and managing new "customer service" services (inbound and outbound): Service Desk, AutoDesk, Infoline, Surveys, Debt collection, Administrative Desk, Dispatch etc.Setting call center and customer service targets and ensuring adequate call center coverage to achieve service levels targets, continuously look for ways to improve the service offering. Randomly monitoring calls to ensure that standards are high and to make sure that they are being dealt with in a professional manner.Managing recruitment campaigns including interviewing of new members, training up new employees and arranging for them to be mentored by a more experienced colleague. Coaching, training and motivating call center team, managing staff bonus, reward and incentive schemes, recommending rewards and incentives to drive staff performance.Ensuring that all staff are kept informed of legislation, procedures, technical solutions, new working practices and technological changes. Negotiating with customers and providers to get the best deal.

Call Center Agent

• Apr 2006 - Feb 2011

Answer incoming calls and provide relevant informations.Make outbound calls to customers as part of after sales services.Investigate customer problems and provide speedy resolutions.Generate tickets in order to resolve customer issues not resolved over the phone.Monitoring customers emails and reply to queries.

Teacher

• Sep 2002 - Nov 2003

Teaching discipline of studySmooth running of the educational processCollaborate with other teachersEstablishing and maintaining contact with parents and students Teaching discipline of studySmooth running of the educational processCollaborate with other teachersEstablishing and maintaining contact with parents and students