Build customer relationship skills of dispatchers and call center staff to improve response time and satisfaction of clients.
Designed and implemented training for all managers and leaders in the organization.
Evaluated the hospitality abilities and sensibilities of all staff interacting with internal and external customers.
Increase employee engagement and raise emotional intelligence levels to provide quality service for all dispatchers, call center staff and drivers.
Established proprietary system for drivers to be in direct contact with clients to provide immediate response time to client calls and requests.
Developed metrics and KPI’s to measure progress.
Response time improved almost 100%
Increased revenue through referrals by 40%.