Russell Lloyd
Customer Quality Manager @Firstsource
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WORK HISTORY
Customer Quality Manager @Firstsource
Derby, GB
Led a team of Customer Experience Leaders, Quality Analysts, and Coaches in remote and onsite environments. • Developed and oversaw quality frameworks for major clients, ensuring compliance and performance improvement. • Analyzed customer interaction data to identify trends and create actionable insights, enhancing engagement and sales. • Achieved an 11% reduction in handling time and an 8.7% uplift in annual sales volumes while maintaining high CSAT scores.
ABOUT RUSSELL LLOYD
Experienced operations and quality professional with a strong background in customer…
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