Ilan Dobuler Email & Phone Number

Jerusalem Area, Israel

Israel

• Successfully Managed Operations for an award winning Customer Care Department with over 70 agents working both remotely and in a brick and mortar over 2 different locations and continents.
• Creating and distributing forecast based workforce solutions using NICE IEX
• Ensuring brand SLA's are met though proper staffing and workforce balancing
• Executing solutions for emergencies that impact the call center workflow
• Facilitating logistics for special events, meetings and trainings
• Managing all department related HR matters including payroll, on-boarding and culture

Israel

• Provided on shift assistance to a team of over 30 Customer Care agents.
• Monitored agent adherence and performance.
• Lead daily meetings to ensure proper flow of information to and from the agents with regards to policies and procedures.
• Managed escalations and customer’s frustrations.

Israel

• Interacted with customers via phone and email and made sure not to end an interaction before they were happy and satisfied
• Responded to emails and customer complaints and facilitated solutions
• Identified and assessed customers' needs to achieve satisfaction
• Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Skokie, Illinois

• Helped manage a staff of 20+ people
• Planned and adjusted menus by consulting with the chefs and kitchen staff.
• Controlled costs by reviewing portion control and quantities of preparation; minimized waste; ensured high quality of preparation.
• Avoided legal challenges by conforming to the regulations of the alcoholic beverage commission.
• Maintained a safe, secure, and healthy environment.

Jerusalem Area, Israel

• Lead and supervised a team of 10 employees
• Devised and executed strategies using the most relevant marketing channels to recruit new customers for the business.
• Monitored and measured marketing campaigns to increase their effectiveness and to improve on the cost per acquisition.
• Managed customer acquisition marketing budget.
• Kept up with the latest acquisition techniques and educated the business internally

Israel

• Installed playgrounds all over Israel
• Managed a team of 5 installers.
• Operated heavy machinery with accuracy,efficiency and safety first mentality.
• Created reports on maintenance and repair needs for the proper personnel.

Jerusalem Area, Israel

• Created a safe and secure environment for civilians by maintaining a professional presence on the busses and crowded bus stops.
• Approached and if needed apprehended people who looked suspicious or carried out terrorist activities
• Enforced all transportation security rules and regulations.
• Prepared security reports and ensured accuracy and completion in a timely manner.
• Assisted medical services with medical emergencies and completed illness and injury reports.

Cedahurst, New York

• Helped customers make selections by building customer confidence; offered suggestions for gift selection.
• Ensured customer satisfaction through sales experience.
• Prepared bills and took payment from customers upon purchase of items.
• Managed and maintained inventory control and records of toys.
• Verified and inspected toys for any damage.

Israel

• Served in Duchifat as a combat soldier
• Held the position of company commander’s radio man - given to the top soldier in the company (out of 80 soldiers)
• After 1 year, completed sergeant training and became a commander for the remaining 2 years.
• Honorably discharged after a full 3 years of service

Certification, Travel Agent

Ba, Business Management And Finance, Finance And Financial Management Services