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As Business Performance Leader for the OnStar Europe Subscriber Services, I design processes for OnStar Subscriber Services in Europe, with a focus on customer on-boarding, technical trouble shooting, and case management. I am responsible for driving continuous improvement in Call Centre performances, Customer Experience and First Contact Resolution. Under my supervision, Case management SL% was kept above 95% (cases closed in 5 calendar days) from April 2016 onwards. I contributed to the successful business expansion from 13 to 31 EU Countries in August 2016, established strong working relationships between the call centre personnel and the GM technical teams, and contributed to the opening of a new call centre in Bucharest, Romania, in March 2017.
My key responsibility in this role was to lead a team of 35+ advisors - covering 7 languages, on a 24/7 basis - whilst ensuring that all SLAs were met and that QM scores were kept at the required levels. I brought this newly assembled team to high standards in a quick time and consistently met and exceeded the SL% targets (>90%). I supported the OM in creating and implementing the needed business processes, also taking care of continuous improvement in the pocedures of Vertu luxury products support.
As a Senior Team Leader for Lycamobile I supervised a team of 100+ Italian, French, English and Romanian inbound/outbound FTE. My main tasks included training/coaching of staff, and ensuring that SLAs were met and QA scores were always kept at the required levels. I contributed the implementation of new processes and helped introducing the Escalation Desk Team as well as bringing it to full functionality.
My key responsibility in this role was to ensure continuous improvement in complaint handling. I analyzed customer care performance trends and highlighted root causes for customer complaints, keeping track of resolution times, determining areas of improvement and offering possible solutions. I redesigned the internal procedures, involving all stakeholders in Nokia country offices and in outsourcing companies. I ensured constant improvement in communication and cooperation between all partners involved, promoting discussion and defining clear boundaries for roles and responsibilities. I was able to resolve long-standing conflicts and to ensure compliance with expected turn-around times and quality standards. Within one year, I achieved nearly 50% of volume reduction in customer complaints, and 40% decrease in average resolution times. I was responsible for process implementation and ongoing maintenance, providing changes and adaptation whenever new strategic needs where introduced by the client. I also requested and helped introducing several improvements in the CRM system. I provided direct support to contact centre staff, outlining best practice, participating in staff review activities, supporting team managers, and being in charge of staff training. These activities required me to travel several times to Madrid and Sofia.
As Experience Mentor for our client Hewlett Packard, I documented customer care processes and kept them regularly updated. Among my main tasks, I provided support to the contact centre staff, giving advice to mentors, leading staff reviews and conducting staff training. I joined weekly calls with my colleagues in EMEA countries, discussing areas of improvement and sharing best practices. I was often involved in CRM implementation and company audits. I was responsible for e-support key performance indicators, and I constantly kept them on target. In November 2010 I was awarded with HP EMEA Affinity Award of the Month “in recognition for excellent contribution towards customer satisfaction”. I managed teams ranging from 30 to 80 people, taking care of quality monitoring and compliance analysis. I also kept regular reporting of contact centre daily volumes and of key performance indicators trends.