-Leading by Example
-Account Management
-Building High Performance Teams
-Business Planning and Strategic thinking
-Industry Knowledge
-Improve customer service experience, create engaged customers and facilitate organic growth
-Take ownership of clients issues and follow problems through to resolution
-Set a clear mission and deploy strategies focused towards that mission
-Develop service procedures, policies and standards
-Keep accurate records and document customer service actions and discussions
-Analyze statistics and compile accurate reports
-Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
-Keep ahead of industry’s developments and apply best practices to areas of improvement
-Control resources and utilize assets to achieve qualitative and quantitative targets
-Maintain an orderly workflow according to priorities
-Proven working experience as a customer service manager
