* Responsible for Customer Service Operations at HRS Group
* Responsible for Customer Service mainly B2B, for customers across the world -
500 Staff across 5 locations in Europe, Asia, Australia, South America
Achievements so far
* Restructured the Customer Service Operation - new contractual and operational
model for the outsourcer partners across the globe, support of 10 languages, voice,
emails, chat: 30% cost savings after 6 months, 50% cost savings after 18 months
* Set-up professional Planning and Forecasting, Quality Management and Training
* Roll-out cloud-based solution for a world-wide global virtual contact centre
* Improve customer experience.
* Digitalization of Customer Service - launch AI based chat/voice bot, multi-lingual
chat with instant translation, migration emails to web-forms