Operations Leader, Business Consultant, Recruiter

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経験内容

10+ years of leadership in the customer service space and BPO industry across a number of verticals. Developed and delivered sustainable performance strategies resulting to improved customer experience, well-rounded staff, cost efficiencies and streamlined processes. Holistic leader with demonstrated strong and consistent ability in troubleshooting and turning around critical Key Performance Indicators (KPIs). Sourced, Interviewed and hired over 500 employees to matching roles in various capacities.
Competencies:
Consulting ● Customer Service and Sales Operations ● Call Center Management ● Client Relations ● Vendor Relations ● Business Development ● Sourcing, Recruitment, Hiring and Retention ● Operations Management ● End-to-end Process Reviews ● Business Re-engineering ● Project Management ● Workforce Management (Staffing/Resource/Queue Mgt Planning/Scheduling) ● Continuous Improvement
Industry Experience:
• SaaS - Small Business Accounting and Financial Management Support – Service to Sales Environment, Lead Generation
• Credit Card Services – end-to-end customer life cycle, Customer Service, Fraud Operations, Visa/Mastercard Dispute
Resolution, Credit Risk lifecycle
• Money Transfer Operations
• Investor Services – Fund Accounting, mutual funds, capital markets, equities, fixed income, derivatives
• Telecommunications – Provisioning, Sales, Customer Service, Retention, Tech Support
• Recruitment (front line staff to exempt and executive levels) – Call Centre/Business Process Outsourcing/Banking &
Finance/Health care/Hospitality industries

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Omnichannel solutions ● Customer Service and Sales Operations ● Contact Center Management ● Client Relations ● Recruiting, Hiring and Retention (DDI Certified Targeted Selection Interviewer) ● Operations Management ● End-to-end Process Reviews ● Customer Relationship Management ● Certified Customer Experience Trainer ● Business Re-engineering ● Project Management ● Workforce Management ● Continuous Improvement ● Consulting ● Business Developement Industry Experience: • SaaS - Small Business Accounting and Financial Management Support – Service to Sales Environment, Lead Generation • Credit Card Services – end-to-end customer life cycle, Customer Service, Fraud Operations, Visa/Mastercard Dispute Resolution, Credit Risk lifecycle • Money Transfer Operations • Investor Services – Fund Accounting, mutual funds, capital markets, equities, fixed income, derivatives • Telecommunications – Provisioning, Sales, Customer Service, Retention, Tech Support • Recruitment (front line staff to exempt and executive levels) – Call Centre/Business Process Outsourcing/Banking & Finance/Health care/Hospitality industries

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