● Assist clients' queries about managing their warehouses, orders, and inventories via phone, email, and chat.● Guide them of how they can maximize the software via Zoom Call. ● Recommend workflow using the software based on their overall business operation.

● Provided coaching sessions to each teammate to ensure that performance is addressed and a set of SMART action plans are being performed.● Supervised them to make sure they answered questions knowledgeably and thoroughly.● Supervised the outbound team to ensure they followed scripts and protocols while always showing courtesy.● Spot-checked - listening to calls to ensure the team follow the provided scripts● Run monthly goal contests with rewards.● Motivated them to meet bi-monthly and monthly goals set by the clients.● Interacted with the clients to answer product and process flow queries and raise concerns when needed in order to provide exceptional customer service (Process/Policy Enhancement)

● Managed the relationship of the company with its most important clients. ● Took care in fostering a long-term relationship with accounts and maximizing sales opportunities within them. ● Maintained an updated portfolio, continuous business planning, consultation calls and account performance monitoring. ● Contributed to sustaining and growing the business to achieve long-term success.

● Handled customers’ concern about Invoices (overweight charges and other fees) and Claims for shipments (lost, damaged, missing boxes and non-delivery)● Admin support – completed tasks assigned by the client and providing updates on the progress of the task.● Obtained C79/C88 or Import Entry Documents to Reclaim VAT (US to UK shipments)● Software applications used: o Zendesko Zohoo CRM

● Reviewed and audited contacts either this be by email, phone and chat interactions along with reviewing and investigating customer survey responses for the account. ● Facilitated calibration/group sessions regarding our quality program. ● Identified areas of opportunities and reinforcements made by an agent to develop and improve the overall quality of the customer’s experience during the interaction. ● Took care of the overall quality of the customer interactions, making improvement recommendations to the Quality head and monitors and ensures that the result is achieved by providing Feedback to the teammate.

● Resolved customer queries via phone, email, chat, or social media. ● Made sure that all protocols implemented by the account are followed through to make sure that all contacts and customers are satisfied with the resolution or service offered by the client.