Managed all aspects of the customer onboarding process; ensured all compliance documents are satisfactory for each customer prior to account opening , served as the point of contact to customers, coordinated all documentation relevant to the onboarding process and assisted with the account set-upOnboarded and helped new customers adopt and use product offerings that Prospa provides.Created and updated product guides.Coordinated with the Product and Engineering team in… Show more Managed all aspects of the customer onboarding process; ensured all compliance documents are satisfactory for each customer prior to account opening , served as the point of contact to customers, coordinated all documentation relevant to the onboarding process and assisted with the account set-upOnboarded and helped new customers adopt and use product offerings that Prospa provides.Created and updated product guides.Coordinated with the Product and Engineering team in providing report analysis of trends in customer behavior and user experience.Resolved customers' queries daily via inbound calls, email, in-app chat and social media, recommending solutions and guiding Prospa customers through features and functionalities. Show less

Resolved 80+ daily customers' service and billing complaints in a timely and accurate manner via email, phone, web-chat and social media.Gathered and documented customer feedback and shared with the Product, Sales and Marketing teams.Achieved 100% and 97% average call quality and customer satisfaction rating to date, surpassing team goal by 5% and 12% respectively.Trained and mentored over 20 junior Customer Service Representatives on the usage of CRM tools, effective… Show more Resolved 80+ daily customers' service and billing complaints in a timely and accurate manner via email, phone, web-chat and social media.Gathered and documented customer feedback and shared with the Product, Sales and Marketing teams.Achieved 100% and 97% average call quality and customer satisfaction rating to date, surpassing team goal by 5% and 12% respectively.Trained and mentored over 20 junior Customer Service Representatives on the usage of CRM tools, effective call handling time and telemarketing of products and services.Made outbound calls to follow up with customers whose lines have been dormant for over 3 months thereby helping to reduce churn rate by 20%. Show less

Collaborated with a team of 5 to develop, manage and execute the User Acceptance Testing flow for new products which included; test strategy, test plan, test scenarios, test cases, test status report and other feedback.