Darrell Moniz Email & Phone Number

Pakistan

 Liaison and coordination with respective business to resolve issues of critical customer complaints.  Responsible for monitoring performance levels and preparing overview reports for management.  Carried out Random Quality checks on calls to improve quality, minimize errors and track operative performance. Involved in developing, implementing and.

Key Responsibilities: Entrusted with the responsibility of guiding and managing the operations of Customer Care & Retention and creating customer value at each channel.  Monitoring performance standards through Internal Service Measures and resolving complaints of external and internal customers. Preparing multiple MIS for higher management review on.

Key Responsibilities: Carried out training need analysis t and developed in-house technical training workshops. Prepared feedback analysis report to determine the effectiveness of the course/workshop conducted. Ensured expenditure on workshop/courses conducted was in line with the training budget. Accountable for maintaining records of training.

Relationship Manager – Service QualityKey Responsibilities: Identified the areas of improvement in terms of Service and Environment by performing random Quality Checks of the branch on a monthly basis.Manager Operations – Phone BankingKey Responsibilities: Assigned responsibility of improving the operational efficiency and effectiveness of processes..

Diploma, Project Management

Mba, Banking & Finance