As a Call Center Supervisor and Trainer in the real estate brokerage company, I oversee online chats, inbound calls, and emails while providing training to the sales team on customer service skills and new project updates. Additionally, I personally manage cancelled leads to potentially re-engage clients.▪ Implemented online chat system, enhancing website functionality and customer engagement.▪ Developed and executed cross-functional training program, resulting in increase in sales conversion rates.▪ Successfully revived cancelled leads, contributing to a boost in overall sales performance.▪ Recognized for fostering a positive team culture and driving improvements in customer satisfaction.

It's not about 'Customer Satisfaction,' but achieving 'Customer Happiness & DelightMajor Responsibilities & Duties:• Managed a team of 15 customer service agents handling calls, chats, and emails across various online platforms.• Assigned and organised tasks for team based on business requirements.• Monitored service levels and schedule adherence.• Ensured that performance benchmarks of the team are met in all areas (speed, accuracy, volume) and prepared individual assessments on daily and monthly basis. • Assessed staff competence/skills on a regular basis & coach/counsel them to enhance their Skills/knowledge. • Ensured that the set KPI targets for the services are achieved on a monthly basis. • Led regular constructive feedback sessions.• Worked on enhancing customer satisfaction survey for achieving of better rating.• Coordinatied with the stores staff, warehouse, finance, IT and other departments to ensure that customers’ concerns and other issues are brought to a satisfactory conclusion. • Coordinated staff recruitment and communicating with HR.• Involved in developing a customer service policy, collecting and analyzing data to monitor the level of customer service.

Major Responsibilities & Duties:• Deliver presentations of products at customer sites and at conferences.• Maintain existing client relationships by providing on-going consultation.• Maintain accurate and organized documentation on all clients and prospects.• Trying to solve the complaints over the phone or forwarding to the concerned department. • Produce monthly sales reports.• Take inbound calls from the customers and listen to their complaints in a humble and courteous manner.• Assist customers with placement of orders, refunds, or exchanges.• Provide feedback from members and potential customers to enhance product performance and service delivery.• Identify and make contact with potential customers.• Respond to sales requirements from existing and potential customers.• Generate new businesses through a series of networking events, industry contacts, and LinkedIn.• Negotiate, sell and manage new and existing relationships and partnerships.• Create business marketing plans to drive revenue.• Upselling and retaining current clients• Produce monthly sales reports

Major Responsibilities & Duties:• Identifying prospective customers using lead generating methods and performing an average of 45 cold calls per day• Visiting customers, listening to their requirements and provide them the service accordingly• Negotiating on price, costs, delivery and specifications with buyers and managers• Preparing reports by collecting, analyzing, and summarizing information• Reviewing my own sales performance, aiming to meet or exceed targets• Listen to complaints from the customers over the phone and provide solutions accordingly• Maintaining and developing relationships with existing customers in person and via telephone calls and emails

• Customer Support• Telemarketing• Business OutsourcingEveryday periodic tasks:• Resolved customer complaints via phone, email, chat and social media.• Assisted customers with placement of orders, refunds, or exchanges over the phone.• Regular follow up with existing and potential customers through phone calls. • Processed forms, orders, and applications requested by the customers.• Resolved customer complaints by investigating problems, developing solutions and preparing reports.• Completing call logs and call reports as necessary and updating them in the database.• Compiled reports on overall customer satisfaction.• Supervise, motivate and train work teams to meet quality standards, company goals, efficiencies and customer satisfaction.• Monitor service levels and schedule adherence• Assign tasks and analyze sales production.• Advised on forthcoming product developments and discussed special promotions.• Preparing daily and monthly task reports. • Completing all administrative tasks and updating records.