Managed large amounts of inbound, outbound (telesales) calls, eMail, Live Chat and Social Media interactions in a timely manner. Achieved a 5* calland interaction productivity rating month-on-month•Followed communication “scripts” when handling different topics•Identified customers’ needs, clarified information, research every issue, and provided solutions and/or alternatives. Achieved 90% First Contact Resolution•Seized opportunities to cross sell and… Show more Managed large amounts of inbound, outbound (telesales) calls, eMail, Live Chat and Social Media interactions in a timely manner. Achieved a 5* calland interaction productivity rating month-on-month•Followed communication “scripts” when handling different topics•Identified customers’ needs, clarified information, research every issue, and provided solutions and/or alternatives. Achieved 90% First Contact Resolution•Seized opportunities to cross sell and upsell products when they arise and achieved 40% Sales Leads Contact rate and 60% conversation rate.•Build sustainable relationships and engage customers by taking the extra mile. Going above and beyond for customers in resolving their issues.•Maintained records of all conversations in our call center database in a comprehensible way in the CRM and Contact Center System•Met personal/team qualitative and quantitative targets. Achieved 95% personal and 91.5% average omnichannel quality•Identified opportunities for driving sales and revenue of the company’s existing product suite and seize opportunities to upsell when appropriate. A Member of Sales Leads Scrub Strategy Team and a contributor to TQM research team•Management and resolve customer complaints Show less

Developed, supervised, and managed the overall operations of Nigpreneur including overseeing staff activities, maintaining supplies and equipment, or coordinating with other departments. Achieved exceptional customer experience and total quality management of the office space and transaction processing•Facilitated the processing of customers requests in timely manner devoid of error. Achieved high standard operational efficiency ratio in line with international… Show more Developed, supervised, and managed the overall operations of Nigpreneur including overseeing staff activities, maintaining supplies and equipment, or coordinating with other departments. Achieved exceptional customer experience and total quality management of the office space and transaction processing•Facilitated the processing of customers requests in timely manner devoid of error. Achieved high standard operational efficiency ratio in line with international standards and practices•Maintained accurate records and reports of transactions and relationship with customer. Achieved exceptional audit report year-on-year•Developed and monitored policies related to personnel, finances, andsupplies•Supervised and support administrative functions. •Supervised Inbound and outbound calls. Achieved first call resolution•Supervised all systems, processes, procedures, and policies. Achieved documentation, acculturation and continuous training of all operations staff members Show less

Performance Management