Committed to bringing forth excellent customer service and customer satisfaction Identified and maximized sales opportunities and increased customer retention rates.Set appointment and ensure high show up rate by calling, texting and emailing clients through reminders. Create value proposition during sales demo and educate clients how the product can help them be efficient in their business. Lead Management. Ensure all leads are touched in a timely manner using the CRM and bring good show up rate.

Call customers for follow-ups, appointments, missed appointments, appointment reminders and bring customers to dealership.Ensures appointments target is met on a weekly basis. Answer inbound calls and ensure customers set up an appointment to visit the showroom

Responsible in calling designated decision makers for the company Ensure a number of calls, emails and appointments are delivered.Set a demo and show dashboards to decision makers to explain the benefits and how to manage them.Ensure target is met

Customer Care SpecialistResponsible for doing outbound calls to ensure customers activates their account.Receives incoming calls from customers and answers inquiries pertaining to their accounts.Completes all daily tasks e.g., 75-100 outbound calls.Ensures that KPI is met on a weekly and monthly basis.

Developed HR processes, administration of programs, guidelines to help align the goals set by the company. Training and development by providing manuals, coaching etc.Responsible for recruiting and staffingResponsible for on-boarding, HR Orientation and off-boarding members of the company.Initiated to set KPI and achieve high performance across all programs.Maintains company Database (HRIS).Recommends employee relations practice to promote positive employee-employer relationship and establish high morale and motivation.

Leading US Financial CampaignHandled escalation calls/ manager’s calls.Weekly global call calibration with the client to ensure alignment with all the processes and procedures.Timely escalation of system issues.Daily, weekly and monthly huddle.Ensures that attrition is kept at the very least percentage by motivating the team.Ensures all agents are coached daily to make sure everyone is on track and goals are achieved. Randomly monitor live and recorded calls for coaching purposes.Ensures KPI (CSAT, AHT, and Adherence) is met on a daily and monthly basis.Issues disciplinary action/memo when needed.Ensures that all requirements sent by stakeholders are met in a timely manner.Does re-profiling of all displaced agents.Does field work or off-site recruitment and monitors 3rd party vendors. Responsible for interviewing support up to Managerial roles.

Conducting MPE (Monthly Performance Evaluation), bi-weekly and periodic performance reviews. Root cause analysis of Team Performance and implementation of action and contingency plans. First-hand management of escalations from the frontline support agents/non-agents.Preparation of periodic performance reports as required.Timely escalation of System Issues and Product Concerns. Guarantee that the Team's performance is at par with the goal. Make sure that all staff is up to date with regards to the technical procedure, system navigation, product knowledge and sales skills.Create an inspiring environment for the team to produce best results.Ensure that attrition is kept at the very least percentage by effectively managing the team through training, development, and employee engagement.Minimize the lost hours by controlling the absenteeism and tardiness through proper coaching and issuing disciplinary and corrective actions.Participate in Quality Calibration and conduct own monitoring to ensure agent compliance with the Quality Guideline.Proactively suggest ways and means of improving the existing processes.Ad hoc projects assigned by the Manager.Safeguard that 80% of the team hits the metrics. Provide more focus and support to the outliers in the team to improve performance.

Makes outbound calls to prospective A+ or Elite clients.Delivers target at the end of the day.Makes business proposals for high profile companies and do face-to-face presentation

Makes outbound calls to prospective A+ or Elite clients.Delivers target at the end of the day.Makes business proposals for high profile companies and do face-to-face presentation