Position: Senior Contact Center Supervisor/ Manager
Category: Support
English level: upper
Years of experience: 1.5

*Customer Experience Advisor Certificate Given by iSon Xperience.
*Team leader Certificate Given by iSon Xperience.
I have gained diverse work experience in the field of customer service over the years. I started my career at ECYO as a Customer Relationship Officer, where I provided excellent customer service and built strong relationships with clients. After six months, I moved on to iSON Xperience, where I was promoted to Team Leader. In this role, I led a team of customer service representatives, overseeing their performance and ensuring that our clients received the best possible service.

Currently, I am working as a Senior Contact Center Supervisor/Manager at Arifpay Financial Technologies. In this role, I am responsible for managing the overall operations of the contact center, ensuring that our team of customer service representatives provides exceptional service to our clients. I am also responsible for developing and implementing strategies to improve the customer experience and ensure that we meet our service level agreements.

Overall, my experience has equipped me with the skills necessary to effectively manage a team, provide excellent customer service, and develop strategies that improve the overall customer experience.
*Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.
*Responsible for development and administration of annual department budget to attain business goals with operational stability.
*Develop, implement and maintain effective internal and external Quality Assurance (Q.A) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
*Improve continuously contact center Standard operating Procedures and instructions.
*Manage flow of inbound and outbound sales calls and define KPI's accordingly.
*Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.
*Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
*Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction.
*Manage and expand client and coworker relationships.
*Find and close new revenue opportunities within the existing client base.
*Insure compliance with regulatory agency guidelines and standards.