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Summary
An extensive nineteen years of professional working experience in Customer Services, Accounts and Administration in different industries such as the insurance, telecommunications, Real Estate, Banking and tech. I am passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Result-oriented, adaptable, and can effortlessly remain calm and professional in very stressful and fluid environments.
Projects
Experience
Assistant Manager Accounts
Assisting in the development and implementation of cash management policies and procedures to ensure optimal cash flow and minimum risk.
Coordinating with the banking and treasury team to ensure timely and accurate processing of payments, receipts, and transfers.
Participating in the preparation of financial reports, including monthly, quarterly and annual reports.
Collaborating with the accounting team to ensure accurate recording of cash transaction in the general ledger.
Staying up-to-date with industry trends, regulatory requirements and best practice related to cash management to provide recomendation for improvement.
Assistant Manager Customer Service
Facilitating all the clients of the organization.
Handling customer inquiries, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution.
Reviewing applications for compliance and adherence.
Liaison with specialists to gather information and opinions.
Ensuring weight loss exposures and determine underwriting alternatives.
Keeping detailed records of policies underwritten and decisions made.
Balancing between mass and homogeneity of risks to achieve predictability of future results.
Following applicable organizational laws.
Phone Banking Executive
Handled customer queries on a daily basis providing efficient services, provided customer with relevant products and service information.
Motivated new team members and coached them to achieve the desired results.
Record keeping and documentation.
Supervisor – Call Center / Quality Assurance
Effectively supervised the teams on the floor to achieve the objectives of the organization.
Coached and lead the agents. Maintained a cohesive, cooperative work environment through team building and motivation.
Established priorities and delegated effectively to facilitate them to meet the targets.
Ensured superior level of customer service to the customers.
Coordinated special promotions, events and campaigns.
Customer Care Representative
To attend more than 200 customers on daily basis with different queries. Then Maintain customers waiting time in queue. Deals in new Post-Paid & Blackberry sales & Bill payments of Post-paid customers. Issuance of duplicate SIM to customer in case lost or theft. Providing technical support to corporate customer.Answering customer’s query / complaint & try to solve the issue in First Contact Resolution (F.C.R).
Senior Customer/Technical Support Executive
Manage and develop the call center and all its units according to company strategy and plans. Report call center performance and participate in improvement projects internally and across departments. Management and coaching of the team of Customer Service Center.Issue Call Center service reports on a regular basis. Support to all normal Dialup, DDP, ISDN, and Broadband IVS users. Working on CMS (Complaint Management System) for creation/editing/updating and maintenance of user profile status.
