Juan C. freelancer experto en Servicio al Cliente

Juan C.

Assistant Manager at Hexaware Technologies

0 / 5

México

Soporte Administrativo

Habilidades (Máximo: 5)
Sobre mí
Self-driven, goal oriented person with outstanding experience in operational management, sales, client services, customer service, billing, technical support, customer retention. I am passionate about quality, always looking forward to exceed expectations in life  by striving for high efficiency and profitability in a daily basis.
Historia laboral
* Hexaware Technologies (Information Technology and Services): •    Participant of Hexaware’s first call center implementation in Mexico (infrastructure, processes, metrics)
•    Managing a team of inbound associates & being responsible for their performance
•    Effectively manage the associates (create commitment)
•    Assisting in the development of a feedback mechanism
•    Control attrition and cultivate team work
•    Handle customer escalations, sale/promote client’s products
•    Selection & interview of possible associates
•    Participate in training reviews
•    Manage & drive performance of hygiene KPI’s (service level, adherence, average handle time, abandon call rate)
•    Achievement of sales KPI’s (upselling, suggested sale, crossed sale)

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