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Customer Experience Senior Program Manager with 10+ years in Customer Service
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Competencies
Applied client-focused solutions to meet client standards and improve satisfaction outcomes.
Monitored and achieved key performance metrics for projects and entire programs.
Created development plans and programs for supervisors and managers to enhance team capabilities.
Implemented operational improvements to increase efficiency and compliance with policies.
Managed budgets, incentives, and financial strategies to support operational goals.
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Summary
Experienced in managing client solutions, KPI tracking, and team development within customer service environments. Skilled at implementing operational strategies to improve efficiency and satisfaction.
Key Achievements
- Led client-specific strategies for customer satisfaction and KPI achievement at Glow Touch Technologies.
- Developed compensation plans and managed development programs for team supervisors and managers.
- Devised operational strategies that increased efficiency and team productivity at Alorica.
Experience
CUSTOMER EXPERIENCE SENIOR PROGRAM MANAGER
Worked hand on hand with Client Solutions Manager to follow client’s requirements and standards., Created compensation plan for the Supervisors and Advocates., Followed up on completion for client’s task and achieving KPI’s goals., Manage deck for WBR, QBR. YBR and intra-month projections., Worked...
CUSTOMER EXPERIENCE OPERATIONS MANAGER
Devised innovative strategies to improve customer satisfaction scores and meet company/clients expectations, Manage finances and created strategies to optimize processes., Increased efficiency and team productivity promoting adherence to operational best practices and company policies., Helped...