Contact Center Consultant
Current▪ Professionally represented the company’s image through communicating over the telephone with anaverage of 80 to 150 customers daily in an average of 2 minutes as handling time▪ Retained existing customers through analyzing and evaluating their requests efficiently by gatheringneeded data and case details and reporting or escalating the cases to the concerned department▪ Built positive customer relationships through assisting customers with end-user app adoption,resolving their problems, answering their questions, or providing them with information according to setCRM procedures and standards▪ Performed digital application requests received by customers▪ Proposed ideas for better workflow▪ Followed up with customers' cases and provided them back with updates on their case status whenneeded or within a maximum of 48 hours▪ Created profiles for non-existing customers on CRM application and maintained accurate customers'database while ensuring data integrity and accuracy▪ Occasionally performed telemarketing campaigns to cross-sell or up-sellservices.▪ Performed outgoing calls on daily basis to solve received cases from social media platforms, otherdepartments, or stakeholders▪ Advised customers with the right financial services that cater their needs▪ Helped in preventing future fraud cases through fraud awareness and prompt action before or after a fraudcase has occurred▪ Provided customers with accurate financial transactions statuses through navigating between the receivedemails, internal applications, WU system, and Microsoft 365 Dynamics
