Darrell Moniz Email & Phone Number

Dubai

• Streamline Processes and prepare/update Standard Operating Procedures
• Amicably resolving escalated on-site complaints
• Analyses occupancy levels of ongoing operations and recommends optimization strategies
• Conducts regular staff training based on operational experience and complaints
• Focusing on continuous improvement by monitoring staff and operations practices
• Compiling the overall monthly financial, occupancy operational analysis presented to Management

Pakistan

• Manage performance against the KPIs and SLAs and report to senior management via Dashboard
• Resolve escalated customer service complaints and administrative tasks to resolve customer issues quickly and efficiently

Pakistan

• Manage and improve performance of the 15 call center staff by conducting random service quality evaluations
• Cascade the knowledge of “effective leadership & team management” to the floor supervisors

Pakistan

• Manage the performance of 35 team members in multiple locations countrywide
• Develop and implement strategies to improve retention rates from a customer base of 9000

Pakistan

• Enhance performance by conducting training sessions for the call center and complaint management units
• Conduct training need analysis in liaison with all key department heads

Pakistan

• Relationship Manager – Service Quality
• Monitor performance of 32branches via the quality, service and health
• Liaise with branch/operations managers to improve performance and operational inefficienciesManager Operations – Phone Banking
• Supervise the monitoring of financial transactions performed and ensure that the policies and procedures are stringently followed Team Leader – Phone Banking (Service & Sales)
• Coach, mentor and train service and sales representatives to ensure that calls are executed in a professional mannerOnline Banker – Phone Banking
• Perform financial transactions and advise customers how to effectively utilize their funds

Pakistan

• Assigned the responsibility to process and verify signatures of corporate customers clearing checks