Customer Service Manager

Location:

United States

Posted:

February 03, 2013

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Operations Manager Customer Service

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Lebenslauf-ID:

54108

Ort:

Pasig City, Pasig City, Philippinen

Eingestellt:

2012.06.26

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Job-Typ:

Vollzeit, Teilzeit

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Bildung:

1992.06.08,

1997.03.30,

San Beda College,

Business Management,,

Arbeits-Erfahrung:

2011.08.01,

2012.01.16,

CUSTOMER CARE AREA MANAGER,

Dell,,

Assists the Customer Services Director as a strategic driver for the client. Develop and maintain partnerships with clients to increase business and client satisfaction. Develop and maintain client rapport and complete satisfaction with contract and customer services. Directly accountable for and routinely reviews account s performance against contract metrics and client expectation. Assures that contract requirements including service levels, talk times, handle times, response time, escalations, quality sat scores, etc. are routinely conveyed and understood by team members. Assists and/or provides the lead role in client communications in matters of support center performance reporting, systems, staffing, product development, and complaints. Implements business operation and service solutions utilizing the continuous improvement process. Ensures effective implementation of all programs under the end-to-end requirement of the client. Ensures delivery of account requirements for better job satisfaction and support. Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary. Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and aligned. Assists in managing and designing quality and productivity programs for the division, together with the Customer Services Director, in order to build awareness among its team members under the light of continuous improvement. Supervises and motivates the team to ensure an acceptable level of productivity. Manage defined support services including planning, development, implementation, and maintenance for one or more LOBs. Ensures effective communication of old and new company policies to the entire team. Develop, grow, and maintain employee experience, capability, morale, and job satisfaction. Takes lead and or assists the Customer Services Director in defining measurement systems to monitor and report performance metrics and client satisfaction to the client, the company, and our employees. Total FTEs, 110, including Team Managers.,,,

2009.06.01,

2011.05.13,

OPERATIONS MANAGER (Back Office),

Brady Philippines,,

Currently handles a total of 35 FTEs doing different processes for Brady Direct Marketing Americas. My group handles Master Data both for US and Europe, Operational Purchasing for Brady DMA and Belgium, Credits and Admin tasks for UK, DMA reporting team and Regulatory Monitoring tasks. Oversees the operations of these functions/groups on a daily basis making sure that we process transactions beyond standard requirements. Drive for work excellence as well as people development for across the entire Back Office team. Responsible for new project implementation as well as process improvements in order for each function/group streamline processes including performance improvement. Strategize and make decisions together with the upper management that will impact the business positively. Overall accountable for my team s goals, execution of plans and quality of work. All my groups except the research analysts use transactions in SAP.,,,

2004.12.22,

2009.01.09,

Operations Manager - Technical Support,

Alorica Philippines/div>,,

Handled a total of 300 heads. Oversees the daily operations of the accounts and ensures that it exceeds client s expectations through providing solutions in US markets primarily through phone support. Drive the entire management team to meet the demands of the clients and provide mentoring and leadership to the whole account. Is in direct contact with the US Account Managers and directors. Makes the decisions that affect the operations of the accounts. Overall accountability for monitoring and achieving client set targets, service levels, staffing requirements, scheduling, service delivery and customer satisfaction. Maintain company s profit margins and monitor expenses, including the analysis of financial rolling forecasts and projected transaction volumes. Generation and submission of internal weekly and monthly reports showing the team s performance and a summary of operational updates. Responsible for creating and executing client presentations that vary from Business Reviews to Call Center Capability presentations.,,,

1999.12.13,

2004.12.21,

Account Supervisor - Customer Service,

Sykes Asia,,

Handled 100 people, ensuring that the entire contractual obligations between the company and the client are consistently met. Provide ideas and drive the Team Leads to better their own team s performance. Oversee the account s operations and ensures that the account is managed real-time. Handles concerns by the team members to upper management and regularly is in contact with the client s Account Managers in the US. Analyze and provide reports determining trends and areas for improvement. Makes decisions necessary for the overall development and growth of the entire account and ensures that the vision is always in line with the company s targets.,,,

Arbeits-Erfahrung in Jahren:

Gew nschtes Gehalt:

PhP90,000.0 pro Monat

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