- London, GB
- £20 /hr
- Available now
A dynamic and multi lingual operations extensive knowledge in providing a world class customer service experience. Display 10 years senior management experience in Telecoms, CRMmore...A dynamic and multi lingual operations extensive knowledge in providing a world class customer service experience. Display 10 years senior management experience in Telecoms, CRM & project management.
. International experience across the UK, Europe & India, in setting up & managing multi site outsourced call centers, with the ability to manage relationships (internal & external) at all levels across different cultures and enhancing client satisfaction & exceeding set targets. An exceptional people-manager who nurtures talent and uses training, & mentoring skills to build strong, efficient teams and achieve outstanding and consistent results. Ensures customers have an excellent & consistent approach at every touch point including its third party providers to drive long term customer loyalty & advocacy. Culturally diverse, international & is proactive & self- disciplined.
Area Covered: London
Work Experience Summary: Display 113 years senior management experience in Telecoms, customer services, call centre & project management.
Apr 2006- Jul 2009
Customer Operations Manager www.alphatelecom.co.uk
Operational day to day responsibility as well as long term strategic role to improve overall customer experience Reporting directly to the CEO, defining & developing customer service, sales & retention & contact centre strategy
Responsible for 120 FTE (call centre in India) via 12 direct reports managing Alpha Telecom customer operations
Aug 2000- Apr 2006
European Customer Operations Manager www.c3europe.co.uk
Responsible for the strategic & day to day operations of customer services & contact centre support across Europe & our “24 /7 365” global multilingual customer support centre in Spain.
Manage key relationship with outsourced contact centres, supervising up to 1000 FTE’s, in 10 European countries, via 20 direct reports & sharing information with 10 sales managers in Europe & UK Head Office
Jan 1996- Aug 2000
Customer Services Manager www.worldtelecom.co.uk
•Reported directly to the Call Centre Manager supervising a team of 25 agents and 2 Team Leaders
•Assisted in preparation of annual contact centre budget & work to ensure that budgetary targets were met
•Act as Call Centre Manager on ad-hoc basis managing inbound and outbound calls for 200 agents
•Train and motivate customer service agents to deliver a high standard of customer service & call quality
Education Summary: EDUCATION
1994 (1 year) SDA BOCCONI (Milan)
Masters in Business Administration (MBA)
QUEEN MARY (University of London)
BSc. Economics & History: 2:1 HONS
Customer Operations Manager