Entails analysis of various divisional data to identify trends and provide timely reports for the senior management to make required strategic decisions.

 Currently employed as a customer experience associate in Group Service Delivery Front line.  The main task would include handling customer queries, complaints and other value added services. Also maintaining stats and cross selling is an important area of this position.

To manage my team on a daily basis and help my supervisor achieve the monthly KPIs

Main Tasks- Handling customer escalations, maintaining the outlet KPIs, looking into staff issues while enhancing the customer experience at all times.

• Worked as a team leader (2012/2013). The main task would include handling customer queries, complaints and other value added services. Also maintaining stats and cross selling is an important area of this position. Follow ups on team members and ensuring that the team as a whole meets the given targets were an important task handled as a team leader.• Was handling American Express Customer Emails in 2012. Here both internal and external customer mails were generated. Documents such as visa letters, billing address confirmations or any other inquiries or complaints were handled in this seat.• Worked as a member of the Process Team while handling Inbound Customer Calls in 2013. This team ensures that all the procedures are up to regulatory standards. This seat deals documentation and acting on customer request letters via email and post