Position: Customer Support
Category: Support
English level: fluent
Years of experience: 5

Managed a team of thirty-seven (37) people responsible for the end-to-end management of all leads, leads sourcing, lead generation, customer experience and operations to deliver high-quality results and develop professionally through coaching, mentoring and shared learning.
 Kick-started and lead the Lead Sourcing team and generated over 10,000 leads for the business monthly.
 Monitored, analyzed, and collected customer lifecycle metric data across the business and also specific to contact center tasks in order to build better tactics for focused success in overall productivity levels.
 Analyzed team performance and performances across the business.
 Developed questionnaires and facilitation guides.
 Executing quality assurance programs through monitoring and audits. Setting clear performance expectations with the team
and communicating successfully how performance goals are linked to company goals. Developed process efficiencies to improve quality and moving team's performance
 Re-organized staffing to provide faster customer issues resolutions in emails, calls, chats, and social media, and decreased average response times from hours to minutes.
 Monitored and evaluated randomly selected calls to assess associates' service level standards and complete evaluations of client calls.
 Conducted coaching sessions with associates and provided feedback addressing client service performance, product knowledge and call productivity.
 Oversaw the completion of projects via desk, phone and social media.
 Held and anchored weekly meetings discussing performance and plans for improvement.
 Achieved an Average Response SLA of 85% for the Contact Centre.
 Conducted accurate performance tracking (Weekly and Monthly).
 Ensured 3% Contribution to sales numbers.
 Trained new customer service representatives.
I am a customer experience professional with about 5 year of experience. I have also been in the customer retention field and I understand customers’ needs with great listening skills to understand exactly what a customer needs and how to assist. I have vast knowledge in Microsoft office, am a problem solver who pays great attention to details.