Service Center Supervisor

GIG Logistics

June 2018 to August 2020

? Service Centre Operations
? Managed 5 Service Centre Agents
Key Achievements and Responsibilities:
? Successfully increased customer retention rating by 47% though enhanced service delivery based on 2019 C-Sat rating
? Collaborated with the operations manager and other stakeholders to design and implement the ?Customer Needs First? service strategy which further deepened customer engagements and satisfaction
? Collaborated with centre sales team to increase sales revenue and market share by providing service improvement feedbacks aimed at improving operational efficiency and service quality
? Created, explored and executed channels for capturing long-term value from the following value chains; customers, markets, and relationships through strategic customer engagements
? Maintained & retained existing key accounts through improved customer relationship management which accounts for steady profitability (courier and logistics key accounts)
? Constantly reviewed passengers? feedback also designed ways to improve the processes and services rendered to clients
? Ensured cross functional communication medium, developed and maintained a team culture that maximized team work and cooperation
? Obtained client information by answering telephone calls, text messages and emails.
? Responsible for contract and manifests outbound shipments, while tracking and following up on inbound shipments to confirm status aimed at achieving a faster delivery.
? Handled the preparation of reports and analysing data to determine service centre goals.
? Liaised with ecommerce business owners to ensure respective clients get optimum service delivery, hence developing better strategies to improve their business

Bachelor of agric economics

January 2009 to June 2015

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

Yes

Interests and hobbies