HEAD OF INTERNAL OPERATIONS who has gained 14 years industry experience.
Proven abilities in strategic planning, project management, improving operational efficiencies, team building, innovation and analysis of management to determine and implement effective process improvements. Delivers to business and corporate client service delivery standards. Has increased telephony SLA's, call quality, productivity and technical knowledge across the operation. Restructured operational teams and shift patterns to deliver headcount reduction and cost saving targets within 1st year of contact centre integration. Implemented a new claims management workflow system to manage the current and future needs of the integrated business and client requirements.
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