• Spearheading all staff and management with a focus on enhancing customer experience • Formulating & implemeting technology initiatives for all call centers, including voice recording • Facilitating information flow between customers and various departments • Evaluating staff performance by monitoring calls, sales orders & client data in addition to analysing strategic reports • Recruiting and mentoring new recruits: more than 20 recruits were recruited and mentored in a year. • Implementing improvements and applications to consistently boost customer satisfaction

• Spearheaded a team of 10 customer service agents to formulate strategy & monitor work tasks for optimizing efficiency • Implemented staff training programs • Prepared department budget and implemented cost control initiatives • Implemented improvements and applications to consistently boost customer satisfaction • Brainstormed and implemented an alternative delivery mechanism to reduce company’s returns by 20%.

FOOD TECHNOLOGY, Food Technologyst