Experienced Associate Manager and Team Lead with 15+ years in the outsourcing/offshoring industry (BPO). Skilled in Customer Service, Team Management, Project Execution/Management, Risk Handling, Sales, Technical Support, Client Delivery, and Process Improvement. Proven track record in leading support teams and driving service excellence.
Company Overview: DataFlow verifies credentials directly with issuing authorities to ensure authenticity, compliance, and industry standards, primarily serving clients in healthcare and government sectors across the Middle East and Asia.
• Led customer service team for Bouqs flower delivery; improved sales performance from 60% to 80% by coaching and streamlining internal processes.
• Maintained high NPS and supervised back-office operations to ensure smooth workflow and support.
• Managed customer interactions via live chat, email, and voice escalation channels, ensuring timely resolution and quality service using Zendesk and Freshworks platforms.
Customer Experience Management