Samira Lätsch

-guidance and support to new hires and long-term staff alike + facilitate training to up-skill employees -Optimization of personnel training to improve key performance indicators (KPIs). -Direct communication and feedback discussions with the client, regarding the current state of customer service. -Analysis of customer pain points and service weaknesses to optimize customer service Skills: Training Delivery · Administration · Leadership · Time Management · Employee Training

Supervise 110 staff (onsite + WFH) to provide excellent customer service, guiding them to find solutions, and providing coaching where needed. My role requires a problem-solving attitude for escalation handling to find the best solutions for business and customers. I directly communicate with the RTA and the Operations Manager to achieve our team's daily and monthly targets. Motivating agents to achieve their company-set KPIs. Skills: Employee Relations · Supervisory Skills ·Quality Assurance