Customer Service Supervisor
Current- AchievementsPart of the team that successfully launched BFC Pay Mobile App. WPS, General‐Purpose eWallet & Cards. Introduced CX strategies to identify, implement & improve overall Customer Experience. Created Customer Service Desk Policies, workflows & CS Manual. Introduced, implemented & handled CS Omnichannel software. Freshdesk.Worked closely with product development team to enhance UI & UX- Key ResponsibilitiesHandling Customer’s queries, complaints & escalations. Monitoring SLAs, delegating tasks, training CSAs. Organizing schedules, conducting performance reviews & reporting. Handling & assisting corporate clientʼs queries & onboarding process. Handling & assisting individual customers onboarding as per KYC & CBB guidelines.Handling Super App, Prepaid Cards, eWallets & WPS queries. Coordinating with internal & external stakeholders & service providers.