Budapest, Budapest, Hungary
I am a service delivery and customer success professional bringing 7+ years of quality performance in customer support supervisory roles in the communications technology industry. I am skilled in coaching team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. In addition, I leverage experience in related roles and passion for improving service delivery, enhancing knowledge, and exceeding expectations. Notable Career Highlights: ★ Improved Customer Satisfaction (CSAT) and retention scores from 75% to 84% by tailoring effective solutions to resolve specific customer issues. ★ Improved First Contact Resolution from 68% to 85% by providing resolutions to returning customers with complex disputes. ★ Improved the team engagement score from 21% to 76% by conducting effective coaching and monitoring daily staff performance and service levels leading to improved Service Level scores from 28% to 91%. ★ Reviewed operational structures and created measures using lean practices to maximize output and better support business units to serve customers, saving the company up to $2million in a year. Specialties: Strategic Customer Success | Account Management | Service Delivery Management | Customer Experience | Project Management | Performance Management | Data Management | Continuous Improvement | Configuration Management | Communication & Leadership Skills | Business Development | Root Cause Analysis | Employee Onboarding and Training | Advanced Google Analytics | Time and Workforce Management | Coaching and Mentoring | Data Analysis | Recruitment | Tableau | Administrative Support | MS Office | Employee Engagement | Customer Relationship Management (CRM) | Critical Thinking | Operations Improvement | Problem Resolution | Management Support | Employee Relations | Personal Data Protection Compliance | Technical | Operations | Product | Governance | Change Management | Business Acumen | Project Execution | Business Process | Supply Chain | Marketing Specifications
► Coordinated the workload and ensured proper delegation of tasks according to priority. ► Strengthened the technical, billing, and general soft skill qualities of the team members. ► Conducted effective coaching and monitored daily staff performance. ► Coordinated policy development, which included research, planning, report preparation and analysis, and recommendations. ► Liaised with other departments to ensure the company brand image was maintained and customer feedback acted on. ► Identified training needs of the staff for better customer service delivery. ► Reviewed current operational structure to maximize output and better support business units to serve customers. ► Conducted workforce scheduling and management to ensure proper resource allocation for optimal coverage and service in the department. ► Drove and encouraged the sales of Singtel products and services to customers by the team members. ► Attended training and workshops for quality and service delivery for improvement of resolutions provided to staff and customers ► Positively influenced customers and teams across the Singtel organization for customer and staff retention. Achievements ★ Improved the departments' customer experience score from 48% in 2018 to 72% in 2019 ★ Improved the Service Level scores from 28% in 2018 to 91% in 2019 ★ Improved the team’s engagement score from 21% in 2017 to 62% in 2018 ★ Successfully enhanced Standard Operating Procedures to improve performance and reduce complaints
► Prepared reports on quality, performance, and case handling by Customer Care Officers for review by Management. ► Collaborated with Operations Manager on the day-to-day running of the department. ► Ensured compliance with set service quality standards and Key Performance Index (KPI) by the department staff. ► Worked with stakeholders and Customer Care Officers to improve customer experience. ► Collaborated with team members to deliver project requirements, develop solutions, and meet deadlines. ► Treated 2nd level complaints and escalations. ► Managed to return customers with complex disputes by providing resolutions for customer satisfaction and retention. ► Guided the team to provide end-to-end support for the resolution of mobile and billing-related customer inquiries.
► Provided customers with information on the company’s products and services. ► Treated 1st and 2nd level disputes and provided support for escalated Mobile and Fixed billing concerns and disputes. ► Managed customer’s accounts and bills as the need arose. ► Provided customers with suitable payment arrangements for ease of managing their service provider accounts. ► Ensured excellent customer service and quality assurance in compliance with the company’s Service Level Agreements (SLA) ► Educated customers on the latest mobile promotions by updating them on how to take advantage of ongoing promotions best. ► Processed mobile service activations for customers and ensured that all records of transactions were updated accurately in the systems. ► Undertook ad-hoc duties delegated by the Team Leader and Operations Manager.