Experienced in operations, background support and complaints handling areas. Previous and current assignments in international multilingual gaming and financial companies famous for being world leaders in their industry.
Current role encompasses developing customer service strategies and processes with impact on the whole organization.
Developing work force optimization, resource management and close monitoring of metrics related to costs per contact, service quality and first contact resolution aiming to increase customer satisfaction and improve customer experience.
Responsible for program design, purchase, and administration to meet the needs and requirements of current operations with flexibility to adjust to business growth and changes.
Specialties: Quality driven leadership style, training, coaching, mentoring, government liaison, claims handling, knowledge base implementation, CRM implementation