Implemented employee incentive programs to promote positive work culture and increase retention.Documented performance review schedule and monitored management for timely completion.Utilized knowledge of customer experience to create specialized plans for customer retention.Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.Managing Outsource agents requests and monitor their work , schedules , calls , complains and give them feedbackAssisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.

Provided primary customer support to internal and external customers.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Provided information regarding charge accounts and loyalty programs.Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.Responded to customer requests for products, services and company information.Responsible for Vacation requests and to manage it to maintain the floor SLA and Concurrent.Validating my teammates' calls and complaints and giving them feedback on how to avoid them in the future.Delegate instead of the supervisor for 1 month dealing with all aspects of it.Team leader on a new trainees class and responsible for their training , KPIS , calls validation and evaluationDelivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas.Contributed to company achieving and holding industry-leading customer service ratings.

Handling all premium and platinum customers' complaints, requests, and inquiriescommunicate with other stakeholders on behalf of the customer to solve his problemsmaking sure that our customer's problem is solved in the right way and escalate the issue properly and to be proactive in discovering and solving system or process gaps