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Charles Paul

Charles Paul

Seeking Senior level Management & Operations Role

Human Resources

Sharjah, الشارقة

Social

About Charles Paul:

  • Result oriented professional with a distinctive track record of more than 18 years in Operations & Customer Service and Training & Development.
  • Conducting and Handling Training and Coaching and Feedback to Agents on Various call handlingparameters set by the company.
  • Training agents on Process and Pre-process. Responsible for the running and management of a Business Unit through the effective use of resources as well as planning areas of improvement or development.
  • Adept at developing procedures, service standards and operational policies, with aproven track recordof excellent customer success rate.
  • An exemplary communicator with proven skills in designing and conducting customized training programs geared towards optimizing knowledge & operational efficiencies of international client organizations.
  • Excellent track record of increasing the transference of learning from the classroomto the job and in motivating employees
  • Self-motivated, multi-tasking team player with an ability to interact easily with people of diverse backgrounds, cultures & professional levels and adaptable to new technologies

Experience

  • Providing effective resolution to customer queries and escalations and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience.
  •  Keeping TAT commitments, handling escalations and monitoring Quality Standards of the team through constant monitoring and providing feedback and coaching.
  • Monitoring utilization of existing resources and manpower; planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis. 
  • Recruiting, orienting and training to team members; ensuring optimum performance for all Customer support & operations related issues.

Education

  • Bachelors of Business Management, Baldwin’s Methodist College, Bangalore University – 2007
  •   PCMC from Cathedral Composite PU College, Karnataka Education – 2003 
  • Board SSLC St. Aloysius High School, Karnataka Education Board - 2001

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