Rita Nehme Email & Phone Number

Australia

North Sydney, New South Wales, Au

North Sydney, New South Wales, Au

Toronto, Ontario, Ca

• Promoted to act as Lead Client Contact for all day to day service deliverables for large scale customer loyalty program • Develop and maintain a professional and effective working relationship with key internal and external stakeholders• Act as product manager for the client website, with responsibility for day-to-day deliverables including new products uploads, new content, campaigns, functionality enhancements and ad hocplatform regression testing• Act as a client liaison for incident management on client escalations, technology issues or failures to meet BAU client servicing SLAs through to resolution• Workflow management and mentoring of Client Service Executive

Toronto, Ontario, Ca

• Promoted to assist the Client Services Manager and wider team with the day-to-day management of operational loyalty program management for a well known Australia brand• Developed a thorough understanding of the reporting suite and assist internal and external stakeholders in providing relevant data when requested• Assisted with testing and implementation of system enhancements to ensure changes and projects were executed seamlessly• Managed and resolved escalated issues within internal and client guidelines

Toronto, Ontario, Ca

• Promoted to lead and support a team of 25 to succeed in their roles and directly manage Customer Service Representatives to ensure KPIs were being met• Managed all people processes including end to end recruitment, performance management, staff engagement and retention processes • Provided recommendations to internal stakeholders and client to improve the customer service experience and loyalty program effectiveness • Ensured call centre reporting and processes were delivered on time and with a high level of accuracy• Served as an escalation point for all customer complaints

Toronto, Ontario, Ca

• Worked closely with colleagues in a large team to provide exceptional customer service when handling inbound calls• Handled customer enquiries, objections, call backs and processed manual redemptions for customers• Appropriately actioned the requests of members and responded in a timely and professional manner• Adhering to KPI’s including quality of call, AHT and adherence