Customer Service Executive
HSBC
مجموع سنوات الخبرة :21 years, 4 أشهر
Customer Service Executive for Credit Card Servicing. Joined HSBC as a Customer Service representative to handle 1st level of calls to provide answers and information about customers queries regarding credit cards.
ACHIEVEMENT IN THIS PROCESS
I have won many rewards and recognition in this process due to my consistent and excellent performance. I Was Promoted to (ASSIST QUEUE) which is a premier queue to handle escalations on customer's issues/complaints and provide solutions to pacify and resolve customers issues and provide excellent customer satisfaction.
• Prepare and edit correspondence, communications, presentations and other documents.
• Design and maintain databases
• File and retrieve documents and reference materials
• Manage and maintain executives' schedules, appointments and travel arrangements
• Arrange and co-ordinate meetings and events
• Record, transcribe and distribute minutes of meetings
• Monitor, screen, respond to and distribute incoming communications
• Answer and manage incoming calls
• Receive and interact with incoming visitors
• Liaise with internal staff at all levels
• Interact with external clients
• Supervise, coach and train lower level staff
• Managing day-to-day operation of the spa, including; reception, reservations, hosting, maintenance, etc
• Played a key role in the decision making of the operations and action plans of the department.
• Creating and implementing such documents as staff schedules, meeting minutes, safety rules, policy and procedure manuals, standards and procedures, disciplinary notices, and performance reviews
• Responsible for all marketing aspects of the spa, including promotions, displays, and printed material.
• Create and monitor spa programs for clients and evaluate effectiveness of existing or newly added programs.
• Responsible for capital and operational budget.
• Managing duty rosters, Daily Sales Report, Month End Report, spa Product Requisitions.
• Exhibiting a professional attitude, diplomacy and an ability to handle difficult situations.
• Uphold gracious front desk procedures in the booking and handling of customers.
• Develop and maintain compensation guidelines for customer complaint handling.
• Conducting Hygiene and Sanitation inspections of all equipment & areas used for spa operations.
• Assuring that safety & security policies and procedures are being followed.
• Interfacing with Purchase for sourcing of materials and equipment as per requirements.
• Governing inventory of raw material on weekly and monthly basis for ensuring indenting of adequate stocks.
• Managing purchase orders for professional treatment, and operational supplies.
Accomplishments
It was during my Secretarial Course Training, wherein I had to work as a PA cum Receptionist to the Principal and also to manage the office work. (accounting, filing, typing, e-mails, service parents and other visitors ...eg)