Staffing Manager / Call Center Manager
Manager of call centers resolving issues with unauthorized charges, air travel, hotel arrangement, and visa applications via phone calls, emails, social media platforms, and chart. Maintaining 100% customer service while consistently meeting company specified performance goals.
- Improved the quality control and customer service by developing and administering training programs for supervisors, and the quality control department.
- Directed an exhaustive search for the call center space in Africa, negotiated lease agreements, and office furniture resulting in savings of 10% of the budgeted amount.
- Initiated and successfully opened the call center in Africa of 50+ staff, increasing international revenues from 0% to 30% within a year.
- Decreased employee turnover rate by ensuring the most qualified candidates were hired.