Over thirteen years’ experience in Customer service, contact centre industry, and operated in various project teams, I have specialized in customer service, customer retention and sales also maximized many great opportunities to work on challenging projects, earned leadership status by setting inspirational goals and setting examples – Superb organizational, motivational, management and time management skills. Maximized team performance – Excelled at identifying, developing and using strengths of team members, as well as locating, detecting and resolving problems and weaknesses of each team individual. Achievement of the Contact Centre KPI’s; Managing and motivating a team of 25 Contact Centre professionals to achieve specified performance objectives for the contact centre. Acting as point of contact between management and consultants. Communicating performance standards and feedback to team members. Measuring team members achievement of qualitative and quantitative performance standards. Coaching and developing team members on a day to day basis. Controlling one-to-one meetings with team members to promote continuous improvement and identifying training needs. Contributing to the development and implementation of strategic plans to enhance overall efficiency of the Contact Centre as directed by the management. Acting as deputy to the Operations manager. Compiling reports on regular basis and forward them to concerned parties within the call centre. Coordination of QA calibrations sessions. I have high dedication, organisational skills, work ethics, professionalism and the ability to deliver more than the defined expectations. My passion is customer service. I lead by example and will walk the extra mile to ensure customer satisfaction to all my customers and my client’s customers.