Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Accomplishments
Work Availability
Quote
Timeline
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GILBERTA OSEI

GILBERTA OSEI

Dubai

Summary

Enthusiastic Customer Service Manager with a proven track record in driving service excellence and efficiency within call center operations. Successfully led diverse teams of up to 14 members, implementing digital enhancements that improved customer satisfaction by 30%. Experienced in fostering a culture of continuous improvement and driving innovative strategies to enhance operational efficiency and support organizational goals. Passionate about leading digital transformation initiatives to achieve optimal outcomes, support team members and contribute to overall success.

Overview

24
24
years of professional experience
1
1
Certification
1
1
Language

Work History

Regional Careline Manager

Abbott Nutrition
02.2021 - Current
  • Operate and facilitate the achievement of service excellence by adopting best demonstrated practices in the contact center
  • Identify process gaps to create a more seamless experience, while managing counseling and coaching activities aimed at reinforcing strengths and bridging weaknesses within the department
  • Monitor and analyze key performance metrics to identify cost-saving opportunities and areas for improvement
  • Foster a culture of continuous improvement and employee engagement
  • Manage the effective achievement of the team's objectives through setting individual objectives, managing performance, developing the team, and providing formal and informal feedback to maximize overall performance, engagement and motivation
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication and ensuring high-quality service delivery
  • Answer Nutrition Advisors' questions, guide them through difficult calls and issues, diffuse angry customers and handling issues that cannot be fielded by the agents.

Careline Supervisor

Danone Nutricia
11.2011 - 11.2017
  • Managed the operation of the Apta-advice and Bebecare CRM programs across the Middle East region
  • Accomplished Careline HR objectives by recruiting, selecting, orienting, training, assigning, coaching and counseling employees
  • Ensured that all the CRM systems are functional and properly maintained per the communication guidelines, including phone system, CRM software, websites and social media platforms
  • Managed the pre-approval of all CRM marketing and social media content before escalating to the Regulatory & Compliance Department for final approval
  • Improved the quality of the Careline service by providing continuous training for the Careline Advisors in the UAE and KSA, and tracking ROI of various activities
  • Drew consumer insights for the business and provided these insights and recommendations to the relevant marketing team
  • Contributed ideas to implement brand strategy and aligned all strategies to adapt to the consumers' perspective
  • Conducted call monitoring to ensure excellent customer service and maintained the desired Service Quality Level, while meeting functional targets for calls, websites and social media pages
  • Ensured that the consumer issues/complaints were handled efficiently and in a timely manner, following the proper escalation process.

Marketing Nutrition Specialist

Pfizer/Wyeth Nutrition
07.2007 - 11.2011
  • Attended inbound and outbound calls for providing infant nutritional information
  • Respond to queries related to infant nutrition via web-based tools
  • Communicated and reported complaints (Quality, Adverse Event, Stock...etc.)
  • Followed WHO, MOH and company guidelines; reviewed and maintained the customer database
  • Liaised with the Medical Department to report adverse events and followed through to record conclusions
  • Initiated and conducted surveys to assess service levels provided by CRM
  • Distributed informative and promotional materials based on campaigns and consumer updates.

Supervisor/Team Leader

Emirates Airlines - Skywards
11.2000 - 06.2007
  • Managed key accounts for Skywards Gold Members, generating AED 4.5 million in annual revenue
  • Led Gold Desk team, enhancing client servicing for top-tier members and handling service recovery worldwide
  • Implemented effective resolutions for customer complaints and compensation, aiding in customer retention
  • Enhanced member experiences by managing relations and tracking progress of 8 Gold Desk service providers
  • Spearheaded staff training and development, improving servicing levels and identifying fraudulent activities
  • Enhanced customer service by supporting award booking/ticketing and promoting online facilities, leading to cost advantages for customers.

Education

BBA - Marketing & Management

American University of Asia
Sharjah, U.A.E.
12.1999

High School Diploma -

Ibn Seena English High School
Sharjah, U.A.E.
06.1995

Skills

  • Team Leadership
  • Complex Problem-Solving
  • Cross-Functional Teamwork
  • Customer Relationship Management (CRM)
  • Employee Coaching and Mentoring
  • Interpersonal Relations
  • Onboarding and Orientation
  • Business Analysis and Reporting
  • Managing Operations and Efficiency
  • Decision-Making
  • Sales Force & MS Dynamics
  • Communication

Certification

Certified International Supply Chain Professional, IPSCMI

Languages

English
Bilingual or Proficient (C2)
Arabic
Upper intermediate (B2)

Accomplishments

  • Managed a team of 12 contact centre Nutrition advisors.
  • Collaborated with the marketing team, as well as the digital service providers, in the implementation and testing of the Wolf project prior to launch.
  • Resolved product delivery issues through consumer testing and collating feedback.
  • Used Microsoft Excel to develop daily KPI tracking of the staff members.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Opportunities Don't happen.You create them.
Chris Grosser

Timeline

Regional Careline Manager

Abbott Nutrition
02.2021 - Current

Careline Supervisor

Danone Nutricia
11.2011 - 11.2017

Marketing Nutrition Specialist

Pfizer/Wyeth Nutrition
07.2007 - 11.2011

Supervisor/Team Leader

Emirates Airlines - Skywards
11.2000 - 06.2007

BBA - Marketing & Management

American University of Asia

High School Diploma -

Ibn Seena English High School

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