Senior Cce
KeyResponsibilitiesJoined as CCE, aligned to Telecom Business for Orange(U.K) responsible for taking inbound calls of customers and resolving their queries related to Telecom connectionsTaking ownership for queries, investigating and resolving queries to a level of resolution acceptable by the agreed service levels.Delivering 100percent quality while taking calls to maintain the prestige of the company.Regular feedback to team leader on cases and queries.Identifying trends in queries and making suggestions to reduce future query levels.Escalation of any issues that may hinder Client Services from reaching agreed service levels.Interaction with other team members and management to improve efficiency and effectiveness of the unit.Adhere to and contribute to processes and procedures in the companyDelivered excellent customer service in an accurate and efficient manner without compromising the business needs.Within a year got promoted as Senior CCEAs Senior CCE, I was handling escalated calls and also made reports for quality scores of CCEs to present them in monthly meetings.Achievements and Initiatives taken:Build up rapport with the team and rolled out as a team player. Received star of the month award continuously for six months. Identifying trends in queries and making suggestions to reduce future query levels. Escalation of any issues that may hinder Client Services from reaching agreed service levels. Interaction with other team members and management to improve efficiency and effectiveness of the unit Actively hosted R&R Ceremonies. Got promoted within a year as Sr. CCE. Handling client calls and escalations. Given presentations on different topics like Anger management, Time management etc. Taking care of the System Issues of the team like Password Maintenance, System Downtime and any ad-hoc issues related to the process.
