S Richard

With over 24 years of extensive experience in driving and managing voice and back-office operations across multiple delivery centres, along with a strong ability to balance operational effectiveness and cost efficiency, I believe I possess the qualifications and expertise required to excel in this role. Throughout my career, I have consistently demonstrated my ability to lead large-scale operations, overseeing teams of more than 250 full-time employees (FTE). As a results-oriented professional, I have successfully maintained a focus on driving operational excellence while effectively managing profit and loss (P&L) responsibilities. My comprehensive understanding of operational dynamics enables me to create and maintain effective operating environments that deliver exceptional results. In my previous roles, I have gained extensive experience in various aspects of customer experience management, including escalated complaints management, NPS methodology, C-SAT surveys, client servicing, and social media complaints. I am passionate about providing customers with an optimum service experience, ensuring their satisfaction through timely issue resolution and consistent service delivery.