Michael Maher

✔ Utilized Siebel CRM and Halo CRM to enhance customer satisfaction and promote positive customer experiences ✔ Handling normal and vulnerable customers , making sure that queries are sorted efficiently with an excellent first call resolution indicator and excellent promoter scores. ✔ Expert in upselling and cross-selling techniques, consistently exceeding sales KPIs. ✔ Increased sales across multiple campaigns, surpassing UK site benchmarks. ✔ L2 technical support ✔ Delivered new project training and business updates to operations teams ✔ Validating the credits before applying to the customer. ✔ Boosted all my teams' performance and gave sessions affecting all queues. ✔ Handled technical, billing, collections, escalations, sales, and retention calls, while ranking every year among the top 3 agents across 600 agents. ✔ Achieved the number one spot for 15 months.

✔ Selected to launch and train the first-ever team in India, serving as both Quality Coach and Assessor to set up the department, ✔ Call Monitoring & Auditing – Assess customer interactions for quality, compliance, and adherence to company policies. ✔ Performance Analysis – Identify trends in agent performance, customer concerns, and areas for improvement. ✔ Coaching & Feedback – Provide constructive feedback and training to enhance agent communication and service skills. ✔ Compliance & Process Adherence – Ensure regulatory standards and internal protocols are met in all interactions. ✔ Data-Driven Insights – Generate reports and insights to optimize call center operations and customer experience. ✔ Collaboration with Leadership – Work closely with managers and trainers to implement quality improvement strategies deliver onboarding, establish quality standards, and ensure alignment with global processes. ✔ Played a key role in building the department's foundation, driving performance through coaching, assessments, and continuous quality improvements. ✔ Listened to calls, rated them, analysed mistakes and what could be improved. ✔ Analyzing day to day performance across the campaigns. ✔ Coached on team and individual levels to ensure KPIs (Key performance Indicators) meeting.

✔ Providing real time support on individual and team level for the new teams, handling the knowledge refresher briefings, doing live call observations for the transition teams to ensure that they are on track achieving net promoter scorecard, and providing on spot. productive feedback, doing the required performance analysis for the transition teams. ✔ Team Facilitation, Knowledge Sharing. ✔ Stakeholder Management ,Coaching ,and Problem Solving. ✔ Team Builder. ✔ Remote Technical Troubleshooting. ✔ Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Logged call information and solutions provided into database. ✔ Handled customer's complaints effectively and supported over 150 advisors - running business analysis. ✔ Conduct new implementations across operations.

Skills: Sales · Team Management · Administrative Assistance · Sales Presentations · Relationship Building · Typing · Performance Management · Sales Performance · Calendaring · Customer Engagement · Communication · HR Policies · English · Telephony · Team Leadership · Team Building · Persistence · Phone Etiquette · Customer Retention · Negotiation · Teaching · Direct Sales · Internal and External Communications · Data Entry · Time Management · Team Motivation · Sales Target Management · Oral Communication · Interpersonal Communication · Messaging · Key Performance Indicators · Public Speaking · Language Skills · Online Research · Writing · Microsoft Outlook · Contact Centers · Presentations · Management Software · Written Communication · Client Relations · Online Data Entry · Training · Communication Training · Coaching · Resolving Issues · Document Management · Computer Literacy · Customer Satisfaction · Emotional Intelligence