Assisting customers with their queries on the Bank’s product and services at the same time helping them to effectively use the said products and servicesHelping clients solve their banking problems and ensuring top quality service and a conducive experience. Introducing customers to insurance and liaising with Relationship Managers, to contact customers for more in-depth reviews

Team Lead for a group of 16 Customer Service Operators (CSO), providing performance reviews and training them on how to handle calls and queries, effectively and efficiently. This included soft skills training and ensuring the Team is kept up to date with all changes and product knowledge to handle the calls.Through analysing CSO calls and customer feedback, I was able to increase the quality of the calls by 26% and improve efficiency of the calls by 12%.Identifying patterns and trends of customer’s needs and product issues, and giving in-depth presentations to stakeholders, on what improvements can be made and how to implement it to CSOs.

Collaborated with internal stakeholders to set up regional marketing campaign Participated in business development efforts and contract pricing strategy discussions with key account customersLed a team of 5 telemarketers

Legal Intern to Managing Director, performing paralegal duties which included the preparation of court documents and first drafts of client correspondences. Assisted the firm’s Litigators in conducting extensive research and materials for Family Law.

⁠Responded to customer inquiries, processed orders, and provided exceptional service via phoneAccurately took and managed pizza orders, ensuring timely delivery/pickup and customer satisfaction.Addressed customer concerns, resolved issues promptly, and escalated when necessary.⁠Maintained up-to-date knowledge of menus, promotions, and services.Collaborated with kitchen staff and delivery drivers to ensure seamless order fulfilment.