With over 15 years of experience in customer service management and leadership, I am passionate about delivering exceptional customer experiences and optimizing contact centre operations. I hold certifications in CRM and CEM, and I have a proven track record of implementing effective solutions and improving processes that enhance customer satisfaction, operational efficiency, and business growth. As the Customer Service Team Lead at Stramit, I manage a diverse range of communication channels, including live chat, inbound and outbound calls, email inboxes, reception, and office administration. I also coach and develop employees, forecast and plan workforce, and report on key metrics and performance indicators. I excel in building strong relationships with stakeholders, clients, and team members, fostering a culture of excellence and continuous improvement. I am skilled in using contact centre technologies, such as CRM, CEM, and IVR systems, to drive data-driven decisions and strategic plans. I am excited to collaborate on new opportunities and contribute to the success of Stramit and its customers.