Accountable for formulating, refining, and executing a robust strategy for service quality management within the dynamic realm of international logistics customer servicing. In addition, I oversee critical facets such as performance management, demand forecasting, workforce planning, and spearhead learning and development initiatives.Highlights:• Pioneered the development and execution of a comprehensive service quality management strategy and system for the Customer Service department, resulting in a consistent and high-quality customer experience, and achieving 70% reduction in information searching time.• Led initiatives to decrease the demand for human-assisted customer support, serving as the project manager and successfully achieving a 60% resolution rate for queries through digital assistant.• Directed strategic workforce planning, accurate forecasting, and real-time management for optimal performance of Customer Service teams; maintaining a variance lesser than ±10%.• Implemented best practices and conducted cost-benefit analyses, addressing service issues and enhancing the overall customer experience.• Collaborated with cross-functional teams to develop and implement end-to-end delivery of new system/service support experiences across various customer touchpoints.