 Seif Group Business: Pharmacies Job Title: Customer Service Manager Job Description: • leaded and managed a team of 55 customer service agents • planed, assigned and monitored work tasks for optimum team efficiency • developed staff training programs and reference manuals • formulated and implemented customer service policies and procedures • determined customer service requirements through surveys, focus groups and benchmarking best practices • collated and analysed data to identify strategies for improvement of service and productivity • implemented improvements including new CRM system and applications • Minimized customer’s complaints by 95% and increased customer satisfaction by 90%