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