❖ Processed requests for payment extensions, facilitating flexibility forcustomers experiencing temporary financial difficulties.❖ Generated and dispatched invoices for purchases made, ensuringtransparency and accountability in financial transactions.❖ Monitored customer accounts to ensure adherence to paymentschedules and promptly applied or removed account suspensions asnecessary to encourage timely payments.❖ Successfully reduced outstanding payment delinquencies by 86%through proactive account monitoring and targeted customeroutreach.

❖ Managed a team of 15 agents, providing leadership, guidance, andsupport to ensure productivity and achievement of targets.❖ Implemented strategies to drive performance and meet or exceedKey Performance Indicators (KPIs) and Key Result Areas (KRAs).❖ Conducted regular monitoring of team activities, providing coachingand feedback to improve individual and team performance.❖ Ensured timely completion of tasks and projects, meeting deadlinesand quality standards.❖ Managed and minimized shrinkage, attrition, and maintained highlevels of Customer Satisfaction (CSAT) and First Call Resolution(FCR).❖ Conducted audits of cases and processes to identify areas forimprovement and ensure compliance with company standards andregulations.❖ Facilitated team reviews and huddles to communicate updates, sharebest practices, and foster a collaborative work environment.❖ Improved team performance metrics, resulting in a 93% increase inproductivity and efficiency.

❖ Provide expert assistance in handling technical queries related tomobile devices and troubleshoot issues effectively to ensurecustomer satisfaction.❖ Ensure daily and monthly targets are met consistently, maintaininghigh standards of performance and productivity.❖ Achieve incentives by exceeding performance metrics and meetingor exceeding set goals.❖ Support and mentor new agents, providing guidance and training tohelp them achieve proficiency in handling customer inquiries.❖ Consistently met or exceeded performance targets, resulting inrecognition and achievement of incentives

❖ Coordinate with engineers to ensure timely dispatch of correct partsto customers and follow up to confirm completion.❖ Provide reminders to engineers to follow up with customersregarding part delivery and installation.❖ Track parts to verify delivery status and ensure timely receipt bycustomers.❖ Enhanced customer satisfaction by ensuring accurate and timelydelivery of parts, minimizing delays and errors.❖ Implemented quality control measures to verify part accuracy,reducing instances of incorrect deliveries and associated customerissues.