Customer Satisfaction Manager

Project Planning: Define project scope, objectives, timelines, and deliverables in collaboration with stakeholders and team members.
• Team Coordination: Assemble and lead cross-functional teams, including developers, designers, and quality assurance specialists, to execute project tasks effectively.
• User Testing and Feedback: Organize user testing sessions to gather feedback on new features, and analyze results ot inform future development.

Strategic Planning: Develop and implement administrative strategies that align with the company’s goals and objectives.
• Team Leadership: Oversee and mentor administrative staff, fostering a collaborative and high-performance work environment.
• Budget Oversight: Manage and analyze the administrative budget, ensuring resource allocation is efficient and aligned with company priorities.
• Policy Development: Create and enforce administrative policies and procedures to improve operational efficiency and compliance.
• Vendor Management: Negotiate contracts and manage relationships with vendors and service providers to ensure quality and cost-effectiveness.

Oversee revenue retention initiatives ot enhance customer loyalty and minimize churn.
•
Lead and manage a team of 14 professionals, fostering a high-performance culture and
ensuring effective collaboration.
• Managed the refund process for eligible customers ni accordance with internal
policies. /
• Responsible for managing disputes (visa, MC, Amex) across various networks within the company, including B claims and addressing potential threats.
• Processed refunds, restructured the retention policy to align with company and market
requirements, and managed multiple payment processing platforms.
• Generate comprehensive reports to analyze performance metrics and identify areas for
improvement.
• Develop and implement strategic initiatives ot optimize biling operations.
• Establish and refine procedures and protocols to build a robust billing division