Implement and utilize call recording software and live chat tools to evaluate service experts' performance. Track 100% of interactions to ensure prompt, effective, and complete resolution/response to all business inquiries, requests, and complaints in alignment with defined standards and procedures for the Operations Center;Led, motivated, and mentored a team of customer service representatives, resulting in an 85% improvement in overall team performance.Effectively communicated updates, changes, and critical information to the customer service team, achieving a 90% increase in team awareness and responsiveness.Provided constructive feedback to customer service representatives based on evaluation results, contributing to a 75% improvement in individual performance and customer satisfaction.Implemented a robust reporting system, summarizing quality assessment findings and trends, ensuring accurate records and driving a 80% increase in reporting efficiency.Tracked and analyzed customer service metrics, identifying performance trends and influencing a 70% improvement in overall service quality.Participated in calibration sessions, collaborating with other evaluators to ensure a consistent and accurate assessment of customer interactions, resulting in a 95% calibration accuracy. Monitored activities and supporting systems, ensuring compliance with all regulations, achieving a 100% adherence to compliance standards. Analyzed customer interaction data, identifying trends and common issues, resulting in a 80% increase in understanding customer needs.Recognized areas requiring additional training or coaching, leading to a 75% improvement in the skills and knowledge of customer service representativesPromoted a customer-centric culture within the organization, resulting in a 90% increase in customer satisfaction and the delivery of high-quality service.

Evaluate service agents’ performance using call recording software and live chat tools. This allows you to listen in on conversations between employees and customers, measuring the quality of CX based on specific metrics.*Provided extensive quality assurance training via both in-person and remote teleconferences. *Supported a department of over 500 employees by answering questions and providing outstanding mentoring. *Monitored activities as well as supporting systems, making sure that they met all compliance regulations. *Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods. *Coached and trained staff in the required knowledge and skills needed to maintain exceptional company quality standards.

Answer calls, chat and respond to customers email has regards complaints, requests, and enquiries regarding bank related complaints*Implemented a transformative communication strategy across all platforms, to aid possible solutions to customers' requests. *Proffer option and idea to reduce fraud on individual customer's account*Ensure customer satisfaction and provide professional customer support*Manage a team of junior Customer service representative*Communicating with customers through various channels