Ellen Appaerts Email & Phone Number

Zemst

As the Support Centre Manager, I was responsible for overseeing the European Support Centre staff and programs to ensure customer, company, and employee needs were satisfied. The European Support Centre services more than 29 countries in the 6 main European languages (GE, FR, EN, DU, SP & IT)The Support Centre consisted of 3 teams being; the Front Office (phone and email), the Back office (data entry) and the Returns and Commissions team (which deals with all financial transactions related to the Distributor base)My main role as Manager was to assure that the overall service levels were met and that the Team Leaders and Trainer were effectively performing their tasks. It was my role to overview a good functionality between all 3 teams, insuring training was always at the best level and given where needed and that customer satisfaction staid high. A big part of my tasks was offering guidance and support to the Team Leaders and Trainer and from time to time to the agents who needed it. Sometimes I also dealt with highly escalated customer or distributor complaints.I was also responsible for all HR related tasks and for the entire recruitment process of my employees, which proved to be challenging from time to time since my employees needed to speak and write at least 3 of the 6 languages perfectly.

In January 2008 Nu Skin changed their operating system from Atlas to SAP and I trained the call center and back office agents on SAP. After the SAP implementation, I handled all new employee trainings and ongoing trainings for the current staff.In this job I improved my teaching and coaching skills as well as my people management skills.

Elementary Education And Teaching

A2, Economics - Modern Languages