Results-oriented professional with progressive experience in enhancing customer satisfaction, optimizing operational efficiency, and driving revenue growth. Proficient in the development and implementation of strategic initiatives, as well as the optimization of workflows and cutting-edge technological utilization, to surpass customer expectations. Demonstrated proficiency in telephone answering, correspondence typing, meeting scheduling, record keeping, data management, and report generation. Verified success in conflict resolution, staff training, and performance management. An articulate communicator and negotiator, adept at fostering robust relationships with all levels of management and clients.
Oversee daily floor operations and accomplish business requirements. Lead and optimise a team of professionals in betting operations. Manage inbound and outbound calls for all business inquiries. Ensure upkeep of database and communication systems. Conducted regular team reviews and delivered weekly, monthly, and quarterly business training. Manage business hiring, recruit top talent, and orchestrate comprehensive group training programs.
Implemented new strategies to manage difficult calls, leading to faster problem-solving and increased customer satisfaction. Streamlined and managed approximately 200 incoming calls daily, handling processes for improved efficiency and reduced wait times, enhancing customer satisfaction by promptly addressing inquiries and resolving issues.