Eva Romao

Customer Service Manager @Delta Fulfilment

Manchester, GB

Led the customer service team, overseeing hiring, appraisals, performance reviews, and KPI tracking. Revamped the ticketing system which has significantly improved response times and efficiency- Acted as the link between warehouse operations and customers, ensuring seamless communication and minimal disruption- Monitored performance SLAs, escalating when necessary to ensure service levels were met and maintaining high service standards- Built strong relationships with different UK-based and international courier services to allow the best experience for our customers- Managed customer complaints, ensuring swift resolution and customer satisfaction- Led onboarding processes for new clients and contributed to developing a project management system for smoother onboarding- Analysed data to identify issues, escalating when necessary to ensure proactive resolution- Created and reviewed system automations to enhance operational efficiency and improve customer experience.