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Customer Care Team Manager- Yell
wednesbury, england, united kingdom
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Claim your profileI have over 15 years of management experience across a wide range of functions, ranging from small startup companies to large blue chip organisations. I am also a Freelance Journalist and have written hundreds of articles which are published online. I specialize in the video game industry and can write reviews/news/feature articles on request. I've conducted a wide range of interviews with developers, as well as actors from the entertainment industry. I have editorial experience and meticulous attention to detail. I have a strong knowledge of Call Centre industry and methodology. I am highly skilled in the following areas: - People management - SLA management - SEO - AI implementation - Process analysis - Freelance writing - Editing - Feature article writing - Implementing and measuring KPI's - Resourcing FTE requirements - Interviewing - Demand profiling and forecasting - Conducting Disciplinaries - Implementing development plans - Coaching/ delivering feedback - Customer satisfaction - Staff engagement - Web chat/ messaging implementation - Social Media management - Video game/ entertainment journalism