• Work closely with Senior Product Owners to deliver functional capabilities for Staff-Assisted Channels (CRM) and the contact center.• To build and deliver the product vision, continuously write, refine, and groom user stories, and maintain the product backlog and priorities.• Work closely with users and agile squads to support initiation, implementation, and post-implementation.• Periodically instils and monitors performance on post-call surveys, client satisfaction, quality, and other essential operational metrics.• Conduct regular (monthly/quarterly) performance reviews of contact center operations with the vendor.• Identify and assess technological options for improving operations and the customer experience.

• Work closely with Senior Product Owners to deliver functional capabilities for Staff-Assisted Channels (CRM) and the contact center.• To build and deliver the product vision, continuously write, refine, and groom user stories, and maintain the product backlog and priorities.• Work closely with users and agile squads to support initiation, implementation, and post-implementation.• Periodically instils and monitors performance on post-call surveys, client satisfaction, quality, and other essential operational metrics.• Conduct regular (monthly/quarterly) performance reviews of contact center operations with the vendor.• Identify and assess technological options for improving operations and the customer experience.

• Lead and oversee the performance of a team of Client Service managers and demand managers in charge of ensuring the center's readiness for new projects or product launches.• Collaborate closely with various business units and technology teams to improve service delivery by reviewing customer and employee journeys using data.• Implement initiatives to reduce demand (voice and non-voice) by more than 10% year-on-year.• Ensure processes are implemented and controlled by requirements, guidelines, and regulations.• Support the Head of Customer Experience in implementing effective quality control governance for product execution and management reporting.

• Responsible for identifying and prioritizing initiatives the center will execute and implement to meet center KPIs.• Responsible for negotiating business plans with various stakeholders to ensure projects align with resources and timelines.• Lead the design and review of Customer Journeys for processes.• Prepared a variety of written communications, reports, and documents to ensure smooth operations.• Led projects and analyzed data to identify areas for improvement.• Identified issues, analyzed data, and proposed solutions to problems.

• Responsible for identifying and prioritizing initiatives the center will execute and implement to meet center KPIs.• Responsible for negotiating business plans with various stakeholders to ensure projects align with resources and timelines.• Lead the design and review of Customer Journeys for processes.• Prepared a variety of written communications, reports, and documents to ensure smooth operations.• Led projects and analyzed data to identify areas for improvement.

• Enhanced company brand visibility and showcased distinctive offerings by delivering personalized service. • Proficiently assessed customers' requirements and offered tailored solutions to meet their needs effectively. • Ensured consistent delivery of high-quality service to drive customer satisfaction levels. • Actively solicited feedback from customers and identified recurring issues for targeted improvement initiatives.

• Developed and executed HR policies and programs, workforce and job development, recruitment and hiring, compensation and benefits, and employee and labor relations to build staff-focused human resources office culture.• Maintained accurate and updated HR information and records in HRMS.• Interviewed potential hires, negotiated salaries and benefits, and performed reference checks.

• Responsible for the product revenue, profitability, and market share for the Company's product and courses.• Used a consultative sales approach to understand customer needs and recommend relevant offerings.• Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.• Maintained, documented, and presented progress reports to leaders.• Reached out to customers after completing sales to suggest additional service or product purchases and inquire about needs or concerns.

• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.• Conferred with customers about concerns with products or services to resolve problems and drive customer satisfaction.• Defused customer concerns with exceptional conflict and problem-resolution skills.

• Gathered requirements for projects and organized details for management use.• Kept projects on schedule by managing deadlines and adjusting workflows as needed.• Planned and arranged meetings with external organizations and individuals, enabling all parties to meet and discuss project progress.