Spearheaded the development and refinement of a service framework designed to drive performance excellence against key performance indicators (KPIs). This involved streamlining and automating existing processes to enhance delivery consistency and ensure alignment with service level agreements (SLAs).Led and mentored a team of service managers across multiple global locations, overseeing the delivery of exceptional customer support.Drove initiatives focused on continuous monitoring and improvement of service delivery and process adherence, resulting in enhanced performance and an optimized customer experience.Collaborated closely with the Customer Success team to ensure a seamless customer experience and high levels of customer satisfaction throughout the entire customer lifecycle.Owned the onboarding process for new customers, ensuring that service delivery aligned with agreed-upon deliverables and business cases.Generated comprehensive stakeholder documentation, including customer and internal reports, to maintain transparency and facilitate informed decision-making.

Lead and manage 24x7 team.Monitor and drive agent productivity to meet KPIS.Oversee service delivery, ensuring SLA adherence.Collaborate across departments for service alignment.Identify and implement service efficiency improvements.Ensure compliance with ISO standards and security protocols.Develop incident management procedures for timely resolution.Conduct regular skill enhancement training and guidance sessions.Lead and participate in service projects from planning to evaluation.Analyze service performance, generate reports for management and clients.

Manage a team of 8-10 cabin crew Complete timely, factual, and accurate reportsRecord on-board performance to ensure consistency Provide feedback and suggestions to relevant departmentsProvide guidance, direction, and feedback to team members Design motivational briefings that outline daily tasks and objectives Ensure standards related to safety, security and service are maintainedCarry out service trials and write detailed reports on customer and crew experienceAnticipate and manage conflict that could endanger passengers, crew or the aircraft

Ensure that sales budgets are metAssisting customers and leading them to the right productProvide management with customer feedback and product suggestionsEnsure store is kept organised with special focus to product display and design

Ensured the safety of all students Designed custom itineraries for groupsCreated activities for students based on individual needsAssisted with planning and implementation of events and activities Developed safety policies and procedures to be used at work facilities

Provided service recoveryDocumented phone calls for record keepingUsed sales and negotiation skills to secure bookingsAchieved monthly customer quota in telephone salesGathered data and insight from participants during phone interviews