Customer Service Manager
Current- Manage, coach and develop the Customer Care team. Ensure team engagement with the brand through ongoing product knowledge and awareness with the business initiatives and objectives.
- Drive tangible revenue through sales achieved by the team, and intangible revenue through retention and satisfaction achieved through service.
- Manage performance levels and KPIs for the team; measure and review to ensure customer expectations are always exceeded and satisfaction and Voice of Customer levels are maintained.
- Manage and maintain all call and email SLA’s.
- Initiate ideas to incentivize and reward the team.
- Provide feedback to other relevant departments to drive improvements in service.
Jan 2014 - Present
