As a Customer Service Specialist, I was responsible for ensuring a positive customer experience by addressing inquiries, resolving issues, and providing support related to Teleperformance’s products and services. I acted as the primary point of contact between the organization and its customers, offering guidance, troubleshooting, and solutions to help customers have a seamless and satisfactory experience. My responsibilities included:◘ Respond to +50 customer inquiries across various channels daily, providing accurate information and promptly addressing complaints or issues related to products and services, ensuring timely and effective solutions.◘ Assist customers with their billing, including making payments, updating billing information, processing refunds, explaining bill charges, resolving any billing errors, handling overdue accounts, etc.◘ Ensure that key performance indicators (KPIs) related to customer service are met, such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution Rate. ◘ Accurately input and maintain customer information, such as contact details, interactions, and issue resolutions, into the organization’s customer relationship management (CRM) system.◘ Build and maintain positive relationships to ensure customer satisfaction and retention by providing personalized service and showing empathy for their concerns.◘ Adhere to Teleperformance's customer service standards, scripts, and procedures to ensure consistency and quality of service across all interactions.◘ Ensure customer information is handled securely and complies with relevant data protection regulations (e.g., HIPAA).◘ Participate in internal quality assurance checks, reviewing customer service interactions for quality and compliance purposes.

As part of my job as an administrative assistant, I had to work closely with the accounting, marketing, and human resources departments to promote smooth business operations. My responsibilities included:◘ Oversee day-to-day office operations, such as managing office supplies and equipment and ensuring the workspace is well-organized and efficient.◘ Coordinate meetings, conference calls, and appointments for department heads and team members across Marketing, Accounting, and HR.◘ Maintain and organize physical and digital important files, including invoices, employee records, marketing materials, and HR documents.◘ Handle and distribute company correspondence, including emails, phone calls, and written communications, ensuring timely responses and proper documentation.◘ Help arrange travel, accommodations, and logistics for staff members who need to attend off-site meetings, conferences, or events.◘ Help with administrative tasks related to hiring, such as posting job openings, reviewing resumes, scheduling interviews, and communicating with candidates.◘ Assist in scheduling training sessions, maintaining employee training records, and ensuring training materials are ready.◘ Assist with administrative tasks related to marketing, including social media posts, promotional events, and presentations. ◘ Maintain and organize financial documents, such as receipts, payroll records, and invoices for auditing purposes.◘ Maintain accurate records in software systems, whether for customer details, accounting data, HR records, or marketing analytics.

As part of my university requirements, I had to complete an internship in the area of ​Accounting/Finance, so I worked as an intern for the government, specifically the Ministry of Finance as an inventory assistant. My responsibilities included:◘ Regularly check and update the quantities of goods on hand to ensure that stock levels are maintained and orders are placed when necessary.◘ Assist in planning and ordering new stock to avoid shortages or overstock situations.◘ Verify incoming shipments against purchase orders or invoices to ensure the correct quantity and condition of goods.◘ Properly label and store products according to standard operating procedures to make it easier for staff to find items when needed.◘ Input data related to stock movements, including purchases, sales, returns, and stock adjustments, into the inventory management system.◘ Keep accurate records of inventory transactions and stock movements, ensuring they comply with company policies and legal requirements.◘ Prepare and maintain supporting documents for audits, inventory reports, or financial reports.◘ Collaborate with other departments to coordinate inventory management efforts and ensure timely order fulfillment.◘ Adhere to health and safety regulations, company policies, and industry standards, especially if handling hazardous materials or perishable goods.◘ Ensure proper organization of the warehouse or storage area, maximizing space and ensuring that products are stored safely and efficiently.◘ Provide administrative support and complete other duties as assigned.