Sam Rae Email & Phone Number

At Telnet Services, my 19+ year journey has been marked by a commitment to operational excellence in outsourced call center services. We've achieved this through leveraging Amazon Web Services to enhance customer interaction capabilities, ensuring compliance with KPIs, and delivering training programs tailored to our diverse clientele.In parallel, my role at ContactSuite involves managing bespoke CRM solutions that streamline operations and elevate the agent experience. The synergy between these roles amplifies my ability to provide strategic, customer-centered service solutions, reflecting my dedication to driving business growth through technological innovation and superior service delivery.

Listed skills include Troubleshooting, Customer Experience, Customer Satisfaction, Microsoft Office, and 11 others.

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  Client Services At Telnet

  Telnet Services Limited

  Sep 2005 - Present - Paeroa, Waikato, New Zealand

  Currently, I manage the outsourced call center services for seven prestigious clients at Telnet, including Crime Stoppers, IUG, McDonald's, Silver Fern Farms, Farmside, Automobile Association, and Freeview. My responsibilities encompass ensuring compliance with KPI/SLA targets, managing training programs, staffing, reporting, quality assurance, and regulatory compliance. I leverage AWS (Amazon Connect) to enhance our call center capabilities, ensuring seamless and efficient customer interactions.In addition to my role at Telnet, I collaborate with our sister company, ContactSuite, to manage bespoke CRM options for all our clients. This includes overseeing the knowledge management system through SenseIQ, which ensures that our agents have access to the most up-to-date information to provide exceptional customer service. My work in Customer Experience design allows me to create tailored solutions that enhance both client and customer satisfaction.Skills:Reporting & AnalysisMicrosoft OfficeOperations ManagementPeople ManagementCoaching & MentoringClient ServicesCall Center AdministrationCall Center DevelopmentBusiness Process ImprovementCustomer Relationship Management (CRM)Outsourcing