Ami Pope

Red Lobster, LLC

1981.11 - 2024.02

Strategically lead and develop a team to enhance performance by setting clear accountable performance measures
Create a culture and processes which achieve the business goals and objectives with regards to their customer service
Collaborate with Operations and Marketing Teams to Improve CSAT (Customer Satisfaction)
Empower and Engage the Customer Service Team
Grow and enhance the goal of First Call Resolution
Identify new tools and technologies to better serve the customers, both external an internal
Use Customer Insight and Root Cause Analytics to identify systemic concerns to promote companywide improvement and deliver these to senior management
Act as the Voice of the Guest across the organization.
Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching and development opportunities.
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills at all. Able to use these relationships to deliver service improvements
Excellent communication and negotiation skills.
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills.
Developed innovative marketing campaigns that drove brand awareness and customer engagement.

Summary