Hi
I have gone through the post and believe I am the best fit for this position. I have been working in customer service and virtual assistance industry since the last 11 years and have worked in team management for 6 years for an online floral business in Canada. As a manager operations I was handling responsibilities given below:
Managing customer service team, supervising and monitoring agents, helping them with any issues or guidance they may need
Training new agents and providing suggestions to senior members for improving service quality
Measuring customer service quality by listening to recordings, reading customer feedback and live monitoring
Having one on one session and team sessions with the members to train them individually as well as in a team
Updating product knowledge and providing the agents with better learning material
Handling phone, chat and email support when needed
Building strategies to encourage agents to take more orders and to do upsell and cross-sell
Managing delivery team and help them with their concerns like address corrections, customer not being home or others
Helping florists team with any issues they may face like not having the requested flowers or not being able to deliver
co-ordinating with accounts department for refunds, adjustments, taxes, receipts, invoices, statements and payments
Please get back to me so we should be discussing further details and see how should we be working together.
All the best
Kyle