Call center team leader
National Savings Bank
Total years of experience :7 years, 7 Months
Assist agents with queries & complaints
Answer inbound calls & respond to customer requests
Training & coaching of agents
Provide customer’s with NSB’s products & services
Identify, research & resolve customer issues using the computer system
Recognize, document & alert the supervisors of trends in customer calls
Recommend & implement process improvements
Worked as the specialist referral point for account closing department & responsible for conducting all the process related training & preparing training manuals
Responsible in preparing & providing managerial information(MIs) when required
Responsible in driving the account closing team (19 members) in order to achieve set targets on quality & productivity
Deputizing the assistant manager operations & assistant manger technical training
Planning & Balancing the capacity of the team on daily, monthly & yearly basis
Planning for continuous improvement on quality & productivity of the process together with higher management
Handling queries from customer & branches from United Kingdom