Throughout my 26 years career, I have applied progressive, solution-oriented approach to building and leading customer service organizations with deep insight into the customer experience to achieve strategic corporate goals. I have an excellent track record of delivering large-scale projects ahead of schedule and under budget, and a strong reputation as a champion of operational and organizational change. Having acquired in depth call centre exposure in banking & IT, my varied people skills and strong business acumen have moulded me in creating strategical management approaches in undertaking turn-key projects with stringent SLA's right from its inception and thereon moving to the next phases of storming, norming, performing, adjourning, etc., which have earned me noteworthy accolades in the banking & ICT sectors. I am also skilled in utilizing Lean tools to develop a culture of continuous service improvement and cross-functional collaboration. A Change agent with a history of implementing innovative business strategies, and increasing staff retention. Skilled at all areas of operations management including recruitment, training and development, and workflow optimization. I am usually recognized as a creative “out of the box” thinker and problem solver who is a patient listener with both eyes on the big picture and delivering results in complex environments.
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