Johnson William Email & Phone Number

Dubai, United Arab Emirates

Mumbai Area, India

As a Process Trainer -Visited Australia to get more business and for knowledge transfer and training.Delivering efficient process training to the team before they go live on calls.Designing programs, materials, activities, opportunities, e-literate to deliver the best process knowledge.Conducting assessments to curb down the process gaps.Work closely with management to identify learning needs and create and provide learning support based on the identified needs.Keep the learning modules current by updating/revising it on an ongoing basis based on the updates from clients.Monitoring agent's calls to ensure 100% quality and provide coaching support wherever needed.Attending escalation calls and providing resolution to customers on discrepancies. I was always consistent in quality deliverance and performance and gave 100% accuracy every month.Maintaining MIS reports and data records on daily basis and update them into the main system tracker and send it to the management.Conduct meetings to circulate new updates among the team members.Maintaining team's records which includes team performance, attendance, incentives pay-out, error-records, best performances, leaves record and process documentation updates.As a Customer Service Representative-Handle customer inquiries, complaints, billing questions and payment extensions/service requests via telephone calls and emails.Calm angry callers, repair trust, locate resources for problem resolution and offer best solution.Managing high volume workload within a deadline driven environment.Conveying upgraded services to customers in order to gain repeat business. Performing administrative duties.Maintaining well-standing of customer accounts and documents methodically.Initiating collection activities via telephone calls and emails to provide information on outstanding bills.Receive payments from clients and post them to their accounts.Ensure that clients understand the repercussions of non-payment.

Bachelor’S Degree, Business Administration And Management, General, First

Logistics, Materials, And Supply Chain Management