Einav Katz Email & Phone Number

Management of Customer Service TLV team 10 employees) of a global company with 150 offices worldwideDeveloped and implemented customer service procedures, policies, and standards as first ever CS Manager at World Courier Tel AvivProactively managed customer inquiries, complaints, and feedback to ensure high customer satisfaction and loyalty resulting in a 25% increase in customer satisfaction ratingsProactively seek customer feedback, suggest improvements, and measure customer satisfaction levelFostered strong customer relationships, ensure customer needs are met, and resolve conflictsDeveloped and implemented strategies to maximize customer retention and loyaltyTrained and monitored customer service staff to ensure their performance meets standards (new employees as well as the experienced staff)Designed customer service training programs to ensure staff are informed and up to dateUse customer service metrics and KPIs to report and analyze customer satisfaction levelsMonitor incoming phone calls from customers and calls were measured by weekly analytical reportsManaged customer Price quote process, and developed tool for follow ups and assuring higher percent of approved quotes

Management of the Customer Service Dept. 4 employees)Personally responsible for customer support of the company's main markets North & South America and the Far-East)Proactive management of the entire orders cycle 360°Sales support activities, including collection, upselling and customer supportConstant identification of industry trends and portfolio gaps to provide solutions based on customer needsPlanning and participation in major industry events (trade- fairs, conferences, open days, etc.)Responsible for the analysis of the overall sales performance and forecasting BI based sales and customer satisfaction statistics, reports, presentations, and general data support of senior management on behalf of the team)The department's main referent in all matters concerning information systems at Danziger (including orders system, EDI and company website), characterizing the content and needs, debugging, integrating and guiding the customers

Recruitment, training, and management of the English-speaking Premium Support team that provided service for the website's VIP, paying customersProvided department training on changes and innovations on the website, in collaboration with the Programming and Quality Assurance departmentsReported technical issues to the appropriate departments and was responsible for ensuring their full resolutionAnalyzed daily financial reports, worked with third-party billing partners to issue refunds and process chargebacks

Team management 6 employees): Responsible for all customer interactions for a variety of websites;Compiled status reports of websites' productivity;Supported company sales campaignWebsite management: Promoted the site on various platforms;Initiated new projects, promotions marketing;Handled all customer relations personallyCustomer Service (telephone, forum and e-mail support): Solved problems ranging from the technical issues to dissatisfied customers;Supported company campaigns and promotions