Taking customer queries over the phone. Evaluating calls for agents on the team on a monthly basis. Coaching agents on various aspects of their role. Co-ordinating management meetings each month. Compiling daily reports for management when on cover. Acting as a point of contact for agents on the floor when they have a query. Taking over calls for agents when a customer requests to speak with a supervisor. Delivering a very high level of customer service while adhering to data protection laws, customer confidentiality and money laundering laws.Assisting with queries such as billing, payments, transactions, account amendments, direct debits, transaction disputes and fraud Ensuring all customer requests and complaints are actioned and recorded appropriately. Taking responsibility for my own performance while also managing the performance of the team.

Taking customer queries over the phone. Evaluating calls for agents on the team on a monthly basis. Coaching agents on various aspects of their role. Co-ordinating management meetings each month.Compiling daily reports for management when on cover. Acting as a point of contact for agents on the floor when they have a query. Taking over calls for agents when a customer requests to speak with a supervisor. Delivering a very high level of customer service while adhering to data protection laws, customer confidentiality and money laundering laws.Assisting with queries such as billing, payments, transactions, account amendments, direct debits, transaction disputes and fraud Ensuring all customer requests and complaints are actioned and recorded appropriately. Taking responsibility for my own performance while also managing the performance of the team.