Nir Amiel Email & Phone Number

• Manage a department providing health insurance services across multiple platforms including phone, chat, and social media, serving both private and corporate clients. • Oversee four customer service centers with over 200 representatives, 15 team leaders and professional managers, and 3 call center managers. • Supervise public inquiries related to health insurance, ensuring prompt and accurate resolutions. • Lead and direct cross-organizational projects focused on enhancing service quality, improving efficiency, reducing interactions, and achieving cost savings.

• Leading the Israeli service operation of Gett. • Managing several teams that specialize in providing service in various communication channels - Phone, Chat, E-mail and all Social media platforms.• Responsible for outsourced suppliers, full support from the contract stage to day-to-day management.• Overall responsibility of the service department performance and compliance with global OKR's.• Initiating cross-company projects in order to improve Gett's customer and driver service.• Managing the department budget while meeting and exceeding KPI's (Driver & Rider satisfaction, Reduce interactions, manpower management, NPS)

• Customer Service director of three call centers (220 employees, 8 team leaders and a call center manager of a Business partner)• Leading and implementing service processes such as call reduction, digital accessibility, and accelerate automatic operations• Leading cross-company processes and projects in order to improve service experience and customer satisfaction• Adhering to high standards while fully meeting customer satisfaction goals, operational outputs, sales and credit budget management

• Rebuilding Partner's operating structure - work processes, work routines, changing the structure of the division and implementing a standard of execution• Distributed management of about 17 shift managers divided into 7 different locations across the country• Real-time management of all systemic malfunctions in the company and conduct with relevant interfaces up to the VP level• Work with internal interfaces in the company (marketing, planning department, professional managers)• Managing work inlay to forecast calls throughout the day, weighing in on system and employee constraints

• Managing three teams of shift managers and senior staff in service and support, responsibility for knowledge and operations in the division• Producing in-depth reports, analyzing data and drawing conclusions from the results, managing the work arrangement and leading the handling of systemic failures• Creating training programs and implementation of professional training Development, training and promotion of employees for managerial and technical positions

• Managing a team of 25 representatives• Responsible for recruitment, training and goals of the employees, Making feedback and coaching agents• Managing the professional knowledge by preparing briefings and training While adhering focus Managing Individual - custom work program for each rep, performance feedback and coaching representatives, incentives, wage issues, handling discipline