I am a seasoned customer relations manager with 12+ years of customer service and project management experience in both the telecoms and e-commerce sectors. Recognized for demonstrating a natural aptitude for resolving problems, as well as for designing and delivering framework, I am adept at achieving maximum operational output with minimal resource expenditure.
Professional focal points include operations management, service quality management, data analysis, performance management, market segmentation, customer experience optimization, and cross-functional team leadership.
Currently, I am the Manager of Dispute Resolution Channels and Resource Planning with Konga Online Shopping Ltd. where I've built a framework for managing support operations across all contact channels, with a focus on industry best practice, and also centralized operational performance monitoring, ensuring defined service levels per channel are met. I constantly liaise with senior leadership, stakeholders, and support service teams to ensure the company’s customer support structure is driving the business forward with minimal expenditure.
Colleagues describe me as a progressive, driven, down-to-earth and analytical team member who can be relied on to offer superior solutions that deliver profitable results on time and under budget.
monitoring / evaluation
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