Team Manager
From May 2017
up to December 2020
- Leads and drive the team for continuous improvement towards set goals
-Managing metrics
-Monitoring team performance
-Responds timely and accurately to the escalations of the direct reports
-Assist Level 1 support towards 1st time resolution including identifying need for call back
ELL ( Empowered Leaders Line )
From April 2016 up to April 2017
- Experts at handling our 1st level customer complaints.
-Delivers a complete, accurate, and timely resolution.
-Attempt to save the customer, prevent further escalation, and stop repeat contacts.
-Skilled at multi-tasking and at overcoming objections to resolve customer issues.
SME ( Subject Matter Expert )
From March 2016 to April 2016
- Research for possible solutions to unknown or complex issues and feedback this to the concerned parties (trainers, team leads, account managers, etc).
- Provides professional and efficient customer experience for all client projects, in line with client contractual requirements via email, live chat and/or phone.
- Ensures that all customers’ data is collected accurately and updated in the database.
- Provides and address customer's concerns, problem solving and providing detailed information on new products.
CUSTOMER SERVICE CONSULTANT
From November 2015 to March 2016
- Ensures that all customers’ data is collected accurately and updated in the database.
- Provides and address customer's concerns, problem solving and providing detailed information on new products.
- Provide troubleshooting to determine if a repair ticket is needed
- Issue different types of repaired tickets correctly
- Answer all customer inquiries.
