-Conducted training and mentored team members to promote productivity, accuracy, andcommitment to friendly service.-Developed comprehensive job aids and resources for the team to reference post-training,enhancing knowledge retention over time.-Wrote training manual for new employees according to strict company guidelines.-Set performance expectations for the team, monitoring progress towards goals and providingconstructive feedback as needed.-Managed the rostering inbox by making sure emails are actioned, from general inquiries like fillingshift, rostering and day to day questions.-Entered requested bookings and cancellations into the rostering system.

-Mitigated operational risks by adhering to established guidelines when processing new accountapplications or updating existing records.-Adhered to company policies and scripts to consistently achieve call-time and quality standards.-Cultivate strong relationship with customers to consistently exceed customer experience and netpromoter score while maintaining compliance to government legislation for pensions and investmentproducts.

-Assisted individuals, families and small businesses with acquiring health, vision, life and dental insurance.-Resolved problems related to benefits, eligibility and claims.-Provided information such as copay and premium details, pre-approval procedures and available products.

-Attend and resolve applicants queries via telephone/email in a proficient and professional manner while meeting specific quality expectations.-Provide accurate, valid and complete information regarding US Visa application process.-Responsible in assisting applicants in scheduling, rescheduling and cancellation of visa interview appointment and in tracking the passport and visa.-Provided Tier 1 IT support to non-technical internal users through desk side support services.-Wrote and reviewed tickets to request maintenance to various types of equipment.-Translated complex technical issues into digestible language for non-technical users.

-Provide information about the products and services offered by the provider.-Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem and explaining the best solution to solve it.-Utilize all tools available to properly support, action and document all related questions and needs.-Handle customer complaints, inquiry and escalation by creating a report for the next process.-Followed-through on all critical inter-departmental escalations to increase customer satisfaction.-Cross-trained and provided back up for customer service managers.