As an experienced customer service professional with over 10years of experience, I have an excellent reputation for resolving problems and improving customer satisfaction. I am an organized and dependable candidate that has been successful in managing multiple priorities, with a positive attitude.
B.Sc., Industrial and Labour Relations
Diploma, Industrial and Labour Relations
Modified contact centre operations to meet service level by monitoring service level, assessing performance reports and metrics, developing skills and action plans and guidance for implementation in accordance with company policies and procedures.
Resolved escalated queries by verifying and determining escalation needs, providing direction for handling sensitive queries, identifying root cause and the impact on the business, determining resolution options and implementing same with due consideration to interests of stakeholders.
Demonstrated up-to-date expertise and applied this to the development, execution, and improvement of action plans by providing guidance to others in the application of information and best practice as we support and align efforts to meet customer and business needs.
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Adventure
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