Senior Customer Service Manager
CurrentSupervision of over 30 employees, optimizing performance based on KPIs and continuous improvement strategies.Efficient case management to ensure satisfactory responses, contributing to achieving the highest service rating in the area.Collaboration with regulators and external companies to meet market standards and manage projects. Development and enhancement of tools to optimize team service and performance. Creation and documentation of new policies and processes, establishing a solid operational infrastructure from the ground up. Design and implementation of compensation plans and strategies for staff retention and satisfaction.