Mickael Nu
Telesales & Customer Service Team Lead @Musgrave
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WORK HISTORY
Telesales & Customer Service Team Lead @Musgrave
Belfast, GB
Successfully motivated and managed the team to consistently achieve and exceed sales key performance indicators (KPIs)- Keying errors below 1% monthly- Maintained high behavioral standards across the team, fostering a culture of accountability and professionalism- Designed and delivered comprehensive training programs, resulting in improved up-selling skills and enhanced customer query resolution- Ensured representatives were fully equipped to promote the Musgrave product range effectively- Established and maintained strong relationships with key departments, including Sales Rep, Supply Chain, and Trading & Transport ensuring seamless communication and operational alignment- Effectively arranged and optimized staff schedules to align with workload demands, minimizing downtime and improving efficiency- Successfully managed the telephony system, ensuring efficient call routing and achieving targeted service levels through regular reporting- Created and maintained up-to-date Standard Operating Procedures (SOPs), ensuring consistent and efficient team operations- Proactively identified and addressed operational inefficiencies, leading to significant improvements in team and system performance- Effectively implemented company policies, including the sick leave policy, ensuring compliance across the team- Acted as the first point of contact for staffing issues, resolving them promptly to maintain team morale and productivity- Analyzed and improved key performance metrics through staff optimization and process enhancements- Identified and escalated system improvement opportunities, contributing to long-term operational success.
ABOUT MICKAEL NU
At Musgrave, my leadership has steered the customer service team towards surpassing sales KPIs, maintaining a keying error rate below 1%, and fostering a culture of accountability. These efforts have not only improved team performance but also enhanced the customer experience through elevated service standards.Our team\'s success is rooted in comprehensive training and a robust understanding of Musgrave\'s product range, ensuring effective promotion and customer engagement. With a strong background in operations and problem-solving, I have established critical interdepartmental relationships that support seamless communication and operational alignment, contributing to the organization\'s growth and efficiency.
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