Sheen Ivan T.

I am a freelance professional with over 15 years of BPO experience. I help businesses maximize customer satisfaction through customer service initiatives and dynamic team leadership. My expertise lies in successfully maintaining superior customer relationships and providing outstanding service and support to meet, and surpass, expectations and requirements. Throughout my career, I have managed customer communications and initiatives to realize improved customer service, satisfaction, and retention. Some key points that you may find relevant to my expertise include the following: ✔ Ability to efficiently manage a large customer base and a high volume of new implementations every month ✔ Experienced in designing the overall customer service strategy to integrate effectively with organizational objectives ✔ Proven track record in engaging and motivating a high-performance service team of 10-15 employees ✔ Strong operational skills that drive organizational efficiency and result in improved customer retention and renewal rates ✔ Recognized ability to develop and drive a culture of innovation, change and growth to optimize the customer experience ✔ Demonstrated excellence in analytical thinking and problem-solving to improve processes and provide a durable competitive advantage ✔ Outstanding communication skills, the capacity to negotiate and influence positive outcomes and the sensitivity to work cross-functionally with individuals at all levels