planning, developing, implementing and managing the overall digital marketing strategy

- Directed the hiring, training, and performance evaluations for staff and supervised their daily activities.- KONE application software utilization based on SAP ERP.- Reporting regional daily callout activities for Middle-East, and African regions.- Listen to the agent calls and evaluate the quality calls as per parameter required.- Surveying new and existing customer base to understand levels of customer satisfaction.- Responsible for the queue management, and shift in-charge availability at all times.- Allocating staff to different areas based on workload requirements.- Delivering world-class customer service in alignment with organization’s standards.

- Attend to customer banking queries and concerns (i.e. complaints, card blocking, activation, etc).- Supervised branch operations and made continuous improvements in each area.- achieve the monthly sales target (personal finance, credit cards, Liability Consolidation Finance).- Mentor new and existing staffs in a cross-selling techniques based product.- Implemented marketing strategies which resulted in 12% growth of the customer base.- Give clients recommendations, and advice on appropriate account investments to make.

- Referred unresolved customer grievances to designated departments for further investigation.- Provided quality customer service to earn satisfaction ratings of 94%.- Responsible for ensuring contact center KPI´s were met annually.- Accountable for 7 Operators, and 3 Technical Helpdesk agents.