Passionate leader, motivated to creating a center of excellence for our learners.My motto is to let Beshine school have a story to tell.

I engage my expertise as a Customer Experience Manager where I am in charge of the customer service, technical support team and the installation team.𝐊𝐞𝐲 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬▪ Implement automated systems for timely customer notifications and payment processes, utilizing technology to enhance efficiency and staying updated with industry standards.▪ Establish a structured process for prompt and effective complaint resolution, fostering a customer- centric culture with a focus on satisfaction. Regularly review and analyze complaint data to identify areas for improvement.▪ Develop and conduct training programs to enhance service excellence, providing continuous training on product knowledge and customer service skills. Utilize management information to identify areas for improvement and address training needs.▪ Actively seek and gather customer feedback through surveys and reviews, implementing improvement initiatives based on feedback. Ensure a systematic approach to evaluating and implementing improvements.▪ Develop and implement a robust quality assurance framework for all customer touchpoints, monitoring team performance against established quality standards. Provide regular feedback and coaching to improve performance.▪ Regularly analyze customer feedback to identify risk areas and areas of strength. Provide strategic insights to the business based on VOC analysis.▪ Collaborate with other departments to address issues and capitalize on strengths.▪ Monitor and report on KPIs related to customer experience, strategic projects, complaints, and VOC trends. Develop action plans to address areas where performance falls below expected standards. Celebrate and showcase achievements and improvements.▪ Regularly review and update the customer feedback management process, coordinating the rollout of improvements for seamless implementation.▪ Encourage team involvement and feedback in enhancing the process.

𝐊𝐞𝐲 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬▪ Involved in formulating strategies for the customer service department to determine key directions and objectives.▪ Ensured customer support activities delivered measurable value to businesses and met retention targets.▪ Drove changes for improving operational and organizational efficiency within the customer support team.▪ Measured the effectiveness of customer engagement through consumer surveys.▪ Reviewed complaints register, conducted root cause analysis, and informed service improvement.▪ Ensured strict adherence to agreed Turn Around Times for all customer requests.▪ Supported product development to ensure alignment with customer needs.▪ Ensured full compliance with customer-related regulatory requirements, including Treating Customers, Data Protection, and Anti Money Laundering laws.▪ Motivated staff to maintain high morale and achieve agreed performance targets.▪ Ensured customer service metrics and KPIs were met and maintained.▪ Documented, actioned, and responded to all complaints received from customers and regulatory authorities, ensuring compliance with statutory and regulatory requirements.

𝐊𝐞𝐲 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬▪ Conducted call audits and provided recommendations for process and product improvement based on call outcomes.▪ Conducted weekly calibration and provided one-on-one coaching for areas of improvement. ▪ Established a reward mechanism for the call center staff of the month.▪ Ensured resolution and closure of customer enquiries and complaints within expected turnaround times (TAT's) through follow-up of CRM entries and call audits.▪ Supervised the Life outbound team, responsible for contacting new and existing clients on arrears, new business validations, lapsed policies, and maturities. Ensured the team received calling out data on time and provided feedback to the back office.▪ Identified training needs and gaps, maintained the team's training schedule, and ensured regular training on new and existing products.▪ Resolved complaints by clarifying issues, exploring answers, offering alternative solutions, implementing solutions, and escalating unresolved complaints to the respective departments.▪ Oversaw customer satisfaction surveys and ensured that customer feedback was implemented by analyzing and sharing the feedback with the respective business lines.

𝐊𝐞𝐲 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬▪ Supported the quality systems, ensuring compliance with operating procedures and standards to deliver customer satisfaction and maintain the quality of products and services.▪ Used the quality management system to compile and track performance at both team and individual levels.▪ Participated in customer listening programs to identify customer needs and expectations.▪ Analyze internal quality reports for management staff review.▪ Conducted performance appraisals to assess team and individual performance.

𝐊𝐞𝐲 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬▪ Validated customer details, including personal, identification, and contact details.▪ Ensured that customers understood the policy terms and conditions, and benefits.▪ Ran persistence and conservation campaigns to maintain and enhance customer relationships over time.