Customer Service Team Manager

Experienced customer service professional with a demonstrated history of success in team leadership, customer satisfaction optimization, and process improvement.

Led a team of 25 customer service representatives at Konecta Group, providing coaching, mentorship, and feedback to drive service excellence.

Developed and implemented strategies to enhance overall service quality, reduce response times, and improve customer satisfaction.

Analyzed customer feedback and data to identify trends and opportunities for process enhancement.

Managed the development and execution of training programs to equip team members with essential skills for delivering exceptional service.

Proficient in utilizing CRM systems and other tools to track customer interactions, monitor team performance, and generate actionable insights.

Skilled in conducting regular performance evaluations, setting goals, and providing ongoing support and development opportunities for team members.

Served as a frontline customer support specialist at Booking.com, resolving inquiries and ensuring a positive customer experience via multiple channels.

Acted as a subject matter expert, assisting team members with complex customer inquiries and serving as a point of escalation for unresolved issues.

Led the onboarding process for new clients at Cisco, collaborating cross-functionally to develop tailored onboarding plans and provide comprehensive training sessions.

Offered ongoing support and guidance to clients during the onboarding process, ensuring a seamless transition onto the platform.