● Collaborate to Ensure Customer Satisfaction. ● Collect voice of customer through differentchannels and find top contributed reasons fordissatisfaction. ● Alignment with company departments to solvecustomer issues. Manage Customer-Business Communications. ● Create weekly and monthly reports for "NetPromoter Score" with full analysis.● Understand customer needs and develop plans toaddress them.

* Monitor the call center agents performance over the phone according to the monthly statistical sample size.* Perform coaching task and one to one to validate errors , discuss root cause and inform agent right action to avoid repeat it again. * Track and report the most common problems in order to take corrective actions .* Provide feedback to call center team leaders .* Uses quality monitoring system to compile and track performance at program and individual level .

Responsible for answering calls from customers and providing information or assistance as needed and solving the technical issues using a telephone and computer to communicate with customers and access information. I may also make outbound calls to customers, follow up on customer complaints, or complete other tasks related to customer service.