Responsible for all day to day operations regarding parking management and collections.

• Implementing, monitoring and maintaining the concept of Kaizen within the Customer Service Department.• Implementing, monitoring, maintaining and examining the ISO Quality Management System within the Customer Service Department.

• Raising customer invoices in a timely and excellent manner.• One call resolution of customer queries.• Resolving customer complaints.• Follow up with the dispatch department to ensure timely delivery of customer orders.

• Analyse trends and putting forth-new strategies that improve service level, and employee morale. • Develop, monitor and coach team members to ensure compliance with company objectives leading to the achievement of above 95% schedule adherence during tenure.• Decrease absenteeism by identifying and tracking trends resulting in productivity gains.• Change and implement numerous processes to improve efficiency and communication in the team.• Run the Management Development Program for the Team.• Process development in identification of variances and create effective plans to address gaps.• Development and implementation of performance improvement plans for the Team.• Ensure overall achievement of performance objectives for my team, including Operational Performance, Lead Generation, Revenue Targets, Relevant Productivity Targets and Employee Satisfaction.• Identify and develop measurement standards for the improvement of performance and operational effectiveness.• Drive adherence to process compliance.• Effectively communicate performance management and development process and provide regular assessment and review of performance.• Schedule and conduct weekly agent feedback and motivation sessions on areas of improvement and subsequently provide written report to immediate supervisor.• Create team training plans and to maximise potential through on-going coaching, development and recognition.

• To manage the day–to-day planning, operation and problem-solving of the outbound team of agents to meet with the required service level components, standards and targets.• To act as the communication conduit between the outbound team and Management.• To harness the outbound team’s creative solutions both to the client and to the employer.• Managing the outbound team’s individual agent adherence to schedule.• Harnessing recommendations for product and process development based on customer feedback and analysis of the same.• Compiling reports on team’s performance and customer feedback.

• Deliver world class customer experience and build customer satisfaction and loyalty.• Receive process and verify the accuracy of orders from customers utilizing the organizations’ internal CRM/mainframe systems and customer purchase orders.• Access the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.• Provide effective and timely resolution of a range of customer inquiries.• Complete ongoing training and regular testing to stay abreast of product, service and policy changes.• Strike a positive and cooperative tone with both customers and coworkers.• Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.• Handles a high influx of inbound and outbound calls within a dynamic call center environment.• Manage multiple priorities and maintain effective results in a consistently busy and rapidly changing workplace.• Assist wireless cell phone customers with items such as billed charges, adding minutes and troubleshooting.• Resolve billing inquiries, disputes, payments, change of service requests, and general technical work.• Solve other inquiries by way of troubleshooting support.• Directly responsible and answerable for providing customer retention.• Consistently and accurately documents to databases as needed.• Identify and deal with, as appropriate, upgrade and retention opportunities.• Consistently meet all technical, productivity, and procedure objectives.• Contact high end clients and company executives to inform them about latest products and services.• Contact high end clients and company executives to sell latest products and services.• Contact high end clients and company executives to follow up on bill payments of particular products like Post-Pay.