Experience

eCourier
• Chile
• Freight and Package Transportation
• 1 - 100 Employee
• Head of Client Relationship

  • Aug 2020 - Present


CitySprint

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 400 - 500 Employee

• Central Team Customer Care Manager

  • 2018 - Aug 2020

  Management, support and development of 15+ seat multi-channel Customer Care team – With high volumes of calls, emails and chat. This service was targeted at retailers who offer their consumers same day time slot and an evening delivery option through their own websites.• Managing change and integration of teams. Handling recruitment, maintaining strong retention levels and supporting staff progression. • Focused on staff and customer satisfaction. • Proactively creating and implementing training programs, schemes and new working strategies. • Assuming overall responsibility for team performance and morale.• Leading a team and driving successful collaboration with our third-party partners, ensuring that our customers receive the very best levels of service. Show less

• Customer Care Manager

  • Jun 2016 - 2018

  Managing change and integration of teams. Recruitment, maintaining strong retention levels and supporting staff progression. Focused on staff and customer satisfaction.

• Customer Service Manager

  • Jun 2012 - Jun 2016

  Customer Service ManagerManaging and supervising daily team tasks. Proactively creating and implementing training programs, schemes and new working strategies. Assuming overall responsibility for team performance and morale. Responsibilities:• Managing a Customer Services team of 21• Helping to build good customer relations• Training and development of new and existing staff.• Handling escalated complaints.• Recruiting staff and doing appraisals• Evaluating team and individual performance against agreed KPI’s• Planning, prioritizing and delegating work tasks to ensure proper functioning of the department.• Reporting on team performance to Head of Department.• Analysing individual case studies and producing invoices and raising credits.• Dealing with written correspondence received from customers and ensuring all letters/e-mail received are replied to promptly and efficientlyAn experienced and highly proactive customer service professional, with a keen eye for detail and the initiative to offer practical solutions to challenges. Results driven with a proven ability to build new territories and expand opportunities within an existing client base. Often recognised for a steady focus and resilience to work well in a high pressured environment whilst making clear and logical decisions.A real people person, which brings the ability to build good working relationships with colleagues and management alike.Constantly striving for excellence, with a firm belief in leading by example. Show less

• Customer Service Advisor

  • May 2010 - Aug 2012



Starmix Management

• India

• Business Development Manager

  • Apr 2008 - 2010

  PR (Marketing)/Events Management Assisting in campaigns and generating new leads for the company; acting as a point of contact for artist, media sponsors. Responsibilities: • Negotiated with key stakeholders for SME and Cooperate companies. • Artwork for print and online (Banners, Flyers, google Ad, Facebook PPC) • Delivered IT and Telecommunication Consultancy Services to national and international companies • Developed and maintained relevant and client specific knowledge • Proactively searched for new business opportunities, as well as servicing existing accounts • Anticipating the companies partners needs and exceeding their expectations. • Acting as the highest-level customer-facing salesperson on the team. • Spearheading and planning of specific events. • Communication with press and media agencies. • Negotiating and liaising with venue managers. • Built long lasting and productive working relationships with key contacts internally and externally for the company. • Territorial management • Documenting reports that are now being used as the main training manual for new employees Show less