Introduced an improved and effective framework for customer interaction and standard operating procedure for issue resolution.Creation of quality control process which has led to a decrease in customer churn by 5 per cent.Managing an improved customer database framework across 21 branches which has led to accuracy in reports and decision making.Implemented new metrics to measure customer satisfaction level which includes CSAT and NPS.Assisting in customer… Show more Introduced an improved and effective framework for customer interaction and standard operating procedure for issue resolution.Creation of quality control process which has led to a decrease in customer churn by 5 per cent.Managing an improved customer database framework across 21 branches which has led to accuracy in reports and decision making.Implemented new metrics to measure customer satisfaction level which includes CSAT and NPS.Assisting in customer onboarding process in order to drive our mobile app usage across all our branches.Providing support for all 21 branches in resolving escalated issues within the turnaround time to ensure customer satisfaction.Currently working with a vendor to ensure a seamless migration to an efficient and cost-effective call distribution system which will be piloted before the end of the first quarter of the year. Show less

Formulation and Implementation of sales strategy to drive sales and increase profitability.Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.Monitored metrics and developed actionable insights to improve efficiency and performance.Maintenance of best… Show more Formulation and Implementation of sales strategy to drive sales and increase profitability.Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.Monitored metrics and developed actionable insights to improve efficiency and performance.Maintenance of best practices and a high standard of Customer Service Culture.Trained customer service representatives on customer service standards, policies, and procedures.Strengthened and improved team KPIs with positive interaction and team-building exercises.Spearheaded quality standards and guidelines for call monitoring, creating scorecards to score representatives.Monitored service desk ticket queues to facilitate timely response and resolution.Increased accuracy and efficiency of customer service department by recommending vital changes.Observed staff performance with ticket observations and call observations to identify training needs.Resolved escalated complaints and answered questions regarding policies and procedures. Show less

Provided technical customer assistance by helping them resolve any issues they have with our services via telephone, e-mail, and live chat.Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.Helped large volume of customers every day with positive attitude and focus on customer satisfaction.Reached out to customers to follow up on issue resolution and taking feedbacks for prompt… Show more Provided technical customer assistance by helping them resolve any issues they have with our services via telephone, e-mail, and live chat.Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.Helped large volume of customers every day with positive attitude and focus on customer satisfaction.Reached out to customers to follow up on issue resolution and taking feedbacks for prompt action.Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.Responded to telephone inquiries and complaints following standard operating procedures.Developed strong customer relationships and loyalty through effective communication.Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.Met daily customer service quotas with a focus on quality.Assisted with training and mentoring new team members.Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues. Show less

Teach Coach/Onboarding Assistant:Guided new agents in their onboarding process to enhance productivity.Prepared team schedule, administer the leave process, and ensure overall team discipline.Defined the team vision and strategy to drive high level performance.Monitored team performance and address notable and subtle lags in performance.Inbound Process:Actively listened to customers, handled concerns quickly and escalated major issues to… Show more Teach Coach/Onboarding Assistant:Guided new agents in their onboarding process to enhance productivity.Prepared team schedule, administer the leave process, and ensure overall team discipline.Defined the team vision and strategy to drive high level performance.Monitored team performance and address notable and subtle lags in performance.Inbound Process:Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.Participated in team-building activities to enhance working relationships.Exceeded goals through effective task prioritization and great work ethic.Outbound Process:Contacted potential or existing customers to inform them about a product or service using scripts.Asked questions to understand customer requirements and close sales.Handled grievances to preserve the company’s reputation.Entered and updated customer information in the database. Show less

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Answered customer telephone calls promptly to avoid on-hold wait times.Resolved an average 200 enquiries per day.Offered advice and assistance to customers, paying attention to special needs or wants.Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.Maintained… Show more Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Answered customer telephone calls promptly to avoid on-hold wait times.Resolved an average 200 enquiries per day.Offered advice and assistance to customers, paying attention to special needs or wants.Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.Investigated and researched issues to determine root causes and appropriate resolution methods.Developed strong customer relationships and loyalty through effective communication.Complied with corporate and regulatory policies regarding information confidentiality and privacy.Remained open to feedback from supervisor and peers to build and improve skills set. Show less

Maintained files and filing, keeping sensitive information confidential.Screened incoming telephone calls, routing to appropriate personnel.Assisted the executive management team in making informed decisions by providing timely and accurate administrative support.Resolved issues, escalating major conflicts and concerns to appropriate personnel.Maintained calendars and schedules to set appointments for management team.Compiled and entered data into various… Show more Maintained files and filing, keeping sensitive information confidential.Screened incoming telephone calls, routing to appropriate personnel.Assisted the executive management team in making informed decisions by providing timely and accurate administrative support.Resolved issues, escalating major conflicts and concerns to appropriate personnel.Maintained calendars and schedules to set appointments for management team.Compiled and entered data into various databases to ensure accuracy and completeness.Searched for information in company databases or online to answer questions or resolve problems.Built and maintained relationships with vendors and other external contacts.Used Microsoft Office Suite to create and revise documents and presentations.Greeted and screened visitors to direct to correct employee or office.Provided cross-coverage support for other administrative personnel. Show less

Prepared course materials, such as syllabi, homework assignments, and handouts.Compiled, administered, and grade examinations and assigned this work to others.Evaluated and grade students' class work, assignments, and papers.Initiated, facilitated, and moderate classroom discussions.Maintained student attendance records, grades, and other required records.