Eric Francis Email & Phone Number

• Administered comprehensive payroll services addressing employee compensation and taxation queries for clients located in India, the Philippines, Singapore, Malaysia, and Australia, ensuring all processes adhere to local tax laws and regulations.• Meticulously managed Service Level Agreements (SLAs), guaranteeing timely compliance and efficient resolution of any client concerns or escalations.• Analysed metrics related to First Call Resolution (FCR) and Dissatisfaction (D-SAT) rates, utilising these insights to guide and drive continuous improvements within the team’s performance.• Mentored the team members, enhancing their skills in adhering to service standards, maintaining quality, and employing effective customer interaction techniques.• Presented detailed monthly reports on the team’s operational performance and service statistics during client production calls, fostering transparency and ongoing communication.

• Provided superior customer service in the Middle East contact center by handling a high volume of inbound and outbound calls, addressing a variety of banking inquiries and issues.• Consistently met and exceeded the established service performance metrics, distinguishing as a top performer within the team.• Acquired valuable experience in cross-cultural communication, effectively interacting with diverse customer demographics and enhancing customer satisfaction and understanding within the banking sector.

St Mary'S Centenary Degree College, Business/Commerce, General

Bachelor Of Commerce - Bcom