Ernest Jacobs

Competent professional with 24 years of experience in mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines. Creating business development procedures, dealer and service standards, operational policies and guidelines. Attained process control & ensured complaint resolution by initiating and sustaining efforts for bettering customer satisfaction through regular calls, identifying & conducting consultation sessions for customers. Proficient in managing & leading teams for running successful process operations & ensuring that the process surpasses achievement of delivery & service quality norms for all valuable clients. Proven records in achieving a turn-around and guiding business, experienced in leading and growing all facets of business to make it a dynamic and progressive organization. Experience of working with cross-functional teams on meeting service level agreements (SLAs) with special focus on resolution timelines. Excellent interpersonal, communication and organizational skills with skills in team management and customer relationship management.