Driven and passionate with 14+ years' work experience in BPO including 8 years' leading voice and non-voice global customer service teams of up to 20. Successful at handling pilot teams with a proven track record of exceeding monthly KPIs such as CSAT and AHT. Skilled in using CRMs for processing customer interactions and Global Distribution Systems (GDS) for new and existing bookings. Adept at problem-solving, delivering world-class customer service, developing and motivating people.
