Andrew Kasavan

Background

About Andrew Kasavan

Having more than 20 years of experience in raising the quality of customer experience for both the logistics and public transportation industry. In my current role as a Customer Relations Manager, I try my best to develop team members so they can lead themselves. I teach team members to cooperate with each other to make a winning team, and thus all of them are winners. I do this by involving everyone in helping to solve performance and quality issues that affect daily operations. We establish shared values like integrity and empathy and build an environment oriented to trust, joint creativity, open communication, and cohesive team effort.My biggest achievement was consistently hitting high service levels when it comes to response times to customer feedback despite setback such as spikes in feedback during unexpected delays and manpower constraints. Rebalancing the workload during weekends and in times of crisis has certainly impacted the team positively. This is because when I pushed myself to take on cases, this helped boost the team’s morale who rallied on with me to ensure the service levels were not compromised despite these challenges. I revamped the way we did quality audits by including more stringent checks on case management on top of our responses. The new criteria I’ve set has helped set a higher standard of quality, which allowed the team to reduce errors when it comes to case registration and monitoring as well as in our replies.I work hard to make my team a formidable force for service excellence despite challenges faced by mounting operational issues affecting public transportation. Nevertheless, these challenges are welcomed opportunities for me to improve myself as a leader and someone who can contribute positively to my team, the development of contact centre operations.