Senior Customer Support Executive /Phone Manager/Quality delegate/ Training
Teleperformance
Total years of experience :11 years, 4 Months
» Judiciously handle customers’ inquiries, concerns, and requests about
products; whenever manager intervention is needed.
» Provide technical assistance to the customers and guide the junior advisors
in diagnosing & resolving complex technical issues.
» Apply sharp research skills to gather required information using available
resources.
»Coordinate with quality team ensure compliance with company standards.
» Paying attention to a variety of call behaviors and performance standards.
» Making sure all advisors following company's performance metrics.
» Adhere to standard processes and procedures and spot and accelerate
priority issues according to client specifications.
» Establish and nurture excellent relations with clients, colleagues & juniors.
» Responsible for guiding, mentoring, and training the newcomers.
» Drive sincere efforts to ensure that the operational plans accurately reflect customer priorities and goals and that these are regularly reviewed and reported through system updates.
» Provided well-timed and efficient customer service by researching, prioritizing, and resolving customer issues.
» Documented customer inquiries and responses for future reference.
» Displayed professional demeanor in dealing with dissatisfied customers.
» Kept abreast with all company products, services, and promotions.
» Ideated and anchored initiatives to improve customer support service.
» Composed articles for the company's blogs, conducted research to develop and produce new web-based and print content.
» Synchronized onsite message boards and blogs, serving as moderator and administrator.
» Streamlined online marketing initiatives with innovative and tactical inputs.
» Displayed organization’s impact on the industry by creating effective content using industry and organizational knowledge.
» Diligently provided the most accurate and up-to-date profiles of high-risk individuals; created and uploaded profiles for politically exposed persons.
» Fully accountable for creating and uploading enforcement profiles and adverse media profiles.
» Facilitated compliance and investigative public record research projects with thorough and detail-oriented research, identification, and analysis of relevant records within tight deadlines.
» Comprehended and made use of a variety of open-source and proprietary public record databases to identify information.
» Compiled well-organized, accurate, and well-written reports with a summary of relevant research findings.
» Worked in close conjunction with team members in the report writing and feedback process.
» Successfully worked on editing and translating necessary documents.
» Primarily tasked with handling HR issues, including searching and scheduling interviews for prospective employees, hiring, disciplinary actions, unemployment claims, and payroll management.
» Scope of responsibilities was diverse and included managing payments for bills/invoices, planning company outing, and events, scheduling of internal/external meetings, managing company travel arrangements, and vendor and supplies management.
» Skillfully handled the CEO's calendar and commitments, including coordination of meetings (internal and external), conference calls, travel, and appointments.
» Expertly handled confidential information; attended meetings, and assisted in taking notes.
» Developed and implemented new ideas of the administrative procedure for saving time
» Proficiently handled a varied range of duties viz. calendar management, meetings scheduling, travel arrangements, etc.
» Gained invaluable experience in drafting basic pleadings and forms.
» Greeted clients warmly and answered phone calls and inquiries.
» Liaised extensively with team members, opposing counsels, and courts.
trained for three months to serve and handle customers questions and complaints while opening accounts for them and taking shipping orders.
Speech-Language Pathologist taking care of children having errors in speech or in communication and language skills through number of sessions to develop their cognitive, communication and language skills .
