I am writing in regards to the position that is open with your company at this time.
I bring along more than 12 years of diverse international experience in UK & USA based contact centres with leading brands like Barclays Bank (UK), Aviva Insurance (UK) & MetLife Insurance (USA), I have more than 7 years of experience in managing Teams with 4 years in managing large teams up to 180 FTE's & in my last role I have managed a team of Analysts for Business Transformation. My strengths include Sales, Customer Service ,Training, Contact Centres, Operations Management, People Management, Client Servicing, Customer Service, Banking, Coaching, Recruitment, P&L, Budgeting, Strategic Planning, Transitions, Quality Control, Analytics, Lean, Six Sigma ,Risk ,Rigor & in assisting companies to maximize efficiency and achieve sustainable growth.
A certified Six Sigma Green Belt Experienced in managing both people and projects with the goal of motivating and training employees to excel in their work performance and efficiency to increase profit and cut costs. For example, last year I generated a total QNI worth 5m GBP by reducing inefficiencies in the process & increased productivity & along with the operations team I have also handled business intelligence Team.
I have proven ability to create and present an excellent image of the company and its services to customers, and to coordinate and communicate well with clientele and management at all levels. For example in my career I have handled end to end process migrations & implemented the processes successfully. Expert in NPS methodology & CSAT methodology.
Certified Performance Coach (Gold Category) as per Barclays standard.
I have a demonstrated ability to deliver on productivity goals, increase efficiencies and maintain product quality.
Highly result oriented professional with Extensive experience in Customer service & Contact centre management for Banking, Telecommunication, Insurance, Health & Welfare.
Possess strong team leadership, motivational and consultative coaching style skills. Established performance goals to meet efficiency levels, targets and quality assurance standards.
Excellent communication, interpersonal & analytical skills with a proven ability to work efficiently at both strategic & operational level.
Extensive knowledge & experience to manage service level for Inbound, Outbound, and Retention & Data processing.
I would welcome the opportunity to discuss my qualifications and experience with you in further detail.