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.
• 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